Problem Analyst

Company Overview

POOLCORP is the leading business-to-business distributor of swimming pool and landscape supplies, equipment, and related outdoor living products.  Through our subsidiaries, SCP Distributors LLC, Superior Pool Products LLC, and Horizon Distributors Inc., we operate in more than 445 wholesale Sales Centers worldwide with nearly 6,000 employees serving the needs of customers by offering a wide array of products and value-added support.

Our Covington, LA headquarters provides exceptional support (i.e., IT, HR, Finance, Marketing, Legal, Purchasing, Sourcing, etc.) to each of our Sales Centers.  Our extraordinary company culture encompasses a high work ethic, an entrepreneurial spirit, and a community presence all within a family-oriented work atmosphere.  At POOLCORP, we strive to employ only the very best. 

Why POOLCORP? 

Because it’s a place where you can make an impact and grow!  At POOLCORP you’ll find a wealth of opportunities that support your individual and long-term career goals.  Our stable work environment is further enhanced by our generous compensation and benefits package.  Publicly traded since 1995, POOLCORP is a global organization with a long history of continuous success - clearly making it an industry leader – in so many ways!

 
So, end your job search here – at POOLCORP – Where Outdoor Living Comes to Life!

Job Summary:

The Problem Analyst is responsible for supporting the Problem Manager in managing the lifecycle of all problems within POOLCORP's eCommerce platforms. This role involves identifying, analyzing, and assisting in the resolution of problems to minimize impact on the organization and enhance customer experience.

Responsibilities:

• Assists in detecting and logging problems from various sources, including incident reports, monitoring tools, and user feedback specific to POOLCORP's eCommerce platforms.

• Helps prioritize problems based on their impact on eCommerce operations and customer experience.

• Supports thorough investigations to determine the root cause of problems affecting eCommerce platforms.

• Utilizes analytical tools and techniques to identify patterns and trends in eCommerce related issues.

• Collaborates with relevant teams, including development, operations, and customer support, to assist in the timely resolution of eCommerce platform problems.

• Implements solutions under the guidance of the Problem Manager.

• Works with the Incident Management team to ensure incidents related to eCommerce platforms are escalated and managed appropriately.

• Provides support during major incident investigations affecting eCommerce operations.

• Applies ITIL 4 principles to enhance problem management processes for eCommerce platforms.

• Assists in implementing best practices and lessons learned to prevent recurrence of eCommerce-related problems.

• Maintains detailed records of problem management activities related to eCommerce platforms.

• Generates regular reports on problem status, resolution progress, and trends affecting eCommerce operations.

• Communicates effectively with stakeholders to keep them informed of problem status and resolution efforts specific to eCommerce platforms.

• Participates in meetings and discussions to address concerns and gather feedback from eCommerce stakeholders.

• Works closely with other IT teams, including Service Desk, Infrastructure, and Application Support, to ensure a holistic approach to problem management for eCommerce platforms.

• Fosters a collaborative environment to enhance problem resolution for eCommerce-related issues.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related field.

• ITIL 4 Foundation certification is preferred; additional ITIL certifications are a plus.

• Experience in problem management within an ITIL framework, specifically for eCommerce platforms, is desirable.

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills.

• Ability to work collaboratively in a team environment.

• Proficiency in IT service management tools and software.

Bilingual, Military, Military Spouses and Veteran applicants are strongly encouraged to apply!  Currently, POOLCORP has over one hundred and twenty military personnel serving on our team. We understand the uniqueness of hiring military personnel and veterans and will support him/her in the time of duty or with the transition into new civilian professions. 

All offers to external candidates for employment are contingent upon the successful completion of pre-employment drug testing and background verifications before employment is finalized.

POOLCORP, including all its subsidiaries, is a drug-free company and Equal Opportunity Employer – By Choice. The Company understands, respects, and values diversity – unique styles, experiences, identities, ideas, and opinions – while striving to be inclusive of all people. This commitment is critical to our success as a global company as we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. Hiring and promotional decisions are based solely on the qualifications required for the job to be filled.