Boscov's Department Store, LLC

IT Support

• Oversee round-the-clock IT operations to ensure continuous availability, monitoring, and rapid response across all critical systems and services.
• Own relationships with helpdesk and other operational service providers, holding them accountable to SLAs, service quality, issue resolution, and continuous improvement.
• Lead all Major Incidents and drive root-cause analysis to minimize major and recurring incidents.
• Run the change control process, chair change advisory board reviews, and ensure changes are assessed, approved, and implemented with minimal risk.
• Ensure service request tickets are updated and closed within SLA.
• Maintain accurate IT asset records using Device42 and track the asset lifecycle.
• Champion ITIL best practices using Jira Service Management.
• Maintain and exercise business recovery plans for IT services.
• Develop operational metrics, dashboards, and reporting for service levels, incidents, changes, helpdesk performance, recurring issues, and improvements.
• Maintain operational procedures, runbooks, escalation paths, communication templates, and knowledge articles.
• Ensure timely execution of batch processes, data integrations, and critical business workflows.
• Partner with infrastructure, applications, security, store operations, and business teams to support retail priorities and seasonal demands.

Manager – IT Service Management

Product Manager

• Serve as the HR System Product Owner, understanding and learning about the systems and their capabilities to help fully utilize the investment
• Work collaboratively with all HR functions to apply business requirements to system configurations and workflows
• Serve as a first-line resource for HR team members for user support and troubleshooting of system issues, engaging IT team members and vendor support for resolution
• Lead the review, testing, and implementation of quarterly system upgrades or patches
• Collaborate with functional and technical staff to coordinate application of upgrades or fixes
• Maintain system tables and document change management processes
• Write, maintain, and support reports or queries using appropriate reporting tools, and develop standard reports
• Lead coordination of functional projects to meet requirements and timelines with stakeholders
• Monitor and audit transactions to ensure accuracy and integrity of HR data
• Interface with departments such as IT and Finance
• Conduct independent POCs to present ideas, solutions, and options for enhancements or projects
• Develop and maintain training and reference materials