KPIs Implementation SLA Analysis Engineer (Jobs in Seattle, WA)   Requirement id 113856 Job title Engineer Job location in Seattle, WA Skills required KPIs, Implementation, SLA, Analysis Open Date 09-Feb-2021 Close Date Job type Contract Duration 7 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Engineer: KPIs, Implementation, SLA, Analysis Candidate must be our W2 Employee. Job Description: This position contributes to Starbucks success by ensuring the stability of the Connect program and networks by assisting with problem identification and analysis, solution design, solution implementation, problem resolution, and system lifecycle management. Assists with second and third level support of a continuously-operational production environment. Works under direct supervision of a manager. Story Behind The Need: Org Unit: Emerging POS Technologies Team culture: 7 engineers Focusing on connect program Key projects: This role is an entry level Engineering position where the responsibilities begin to include foundational design and implementation responsibilities in addition to operational support. This role also continues to build upon a System Admin focus of incident resolution and proactive patching of hardware and software assets within the Global Technology footprint. This role provides an opportunity to consult on solution design and implementation in partnership with senior Systems Engineers. An effective Systems Engineer will be able to have expertise in support but also provide input into design as well as assist on implementation execution. Purpose of this team: Retail focused engineering- Connect Program (partnering with licensees) Reason for the request: Supplement additional workload on team Motivators for this need: skillset Typical Day In The Role: Duration: ~7 months Chance for extension or conversion: Potential for both Daily schedule: Production Support End User Support: o Provides 24*7 global support of critical systems in a rotating on-call environment o Primary focus on system support, working trouble tickets and escalating to teammates according to priority and required expertise queue, completing resolution within SLA. o Assists as an escalation point in incident resolution leveraging pre-defined work instructions for issue remediation o Leads investigation of root cause analysis for incidents o Fulfill service requests for team and/or write scripts for automating said service requests in support of requirement o Engage with vendors where needed on low level incidents within the area • Create and Maintain Systems Documentation: o Updates knowledge base and/or support WIKI articles based on identification of new process (with review by senior staff) o Troubleshooting, audit, system health queries via custom scripts or performance monitoring software o Assist in crafting user guides/job aides and facilities training of the other members of the team • Systems Lifecycle Management: o Assist in execution on Patching/Updates for OS, Firmware or Software components. This could include hardware replacement coordination o Receives direction from Senior Engineers on bug fixes or critical updates that need to be applied urgently and assists in coordination and implementation of such updates • Create, Maintain and Report KPIs o Helps to gather metrics reporting with a guidance from management and/or senior staff o Assists in identifying and prioritizing remediation efforts for recurring issues o Assists in ad-hoc reporting such as trend analysis on recurring incident types • Collaboration with other technical service teams to manage, maintain, and resolve complex IT services o Participates in collaboration with peers to resolve cross-domain infrastructure issues systems engineer Solution Design • Receives d   Call 502-379-4456 Ext 100 for more details. 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