Your Impact
The Tech Liaison Sr. Manager serves as the Lead and System Administrator for multiple platforms across PRO Services including Installation Management System (IMS), Sale Furnish & Install (SF&I), Installation Made Easy (IME), Service Provider Portal, Repairs, etc. S/he is a Subject Matter Expert (SME), responsible for UAT and provides system-specific expertise, training, support and troubleshooting. S/he will serve as the point-of-contact for questions and issues regarding the systems and associated processes. S/he will work with business leaders and other stakeholders to identify needed system enhancements and be responsible for defining requirements for them. S/he will work closely with IT Product Management in refining, developing and testing enhancements. S/he will also respond to ad hoc stakeholder requests as needed.
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What you will do
- Serves as the Lead and System Administrator for multiple platforms across PRO Services including Installation Management System (IMS), Sale Furnish & Install (SF&I), Installation Made Easy (IME), Service Provider Portal, Repairs, etc. while becoming the point-of-contact for questions and issues regarding the systems and associated processes.
- Serves as the point-of-contact for questions and issues regarding PRO Services systems and associated processes.
- Responsible for identifying system enhancements, defining requirements, developing business case and working with Technology Product Management to design and test solutions.
- Responsible for resolution of work order issues through troubleshooting and responding to escalations including direct inquiries, 4S mailbox, and Remedy tickets.
- Partners with Technology to develop strategy for User Acceptance Testing (UAT) and subsequent testing prior to application launch.
- Responsible for supporting additional New Technology Development across Services including platforms like APEX, AIM, Remote Order + Tender, Automate Payments, Reconciliation, etc.
- Works with IT Product Managers to understand current and emerging technology requirements that will yield measurable business outcomes/results.
- Maintains relationship with business leaders and other stakeholders to identify required system enhancements and be responsible for defining requirements for them
- Conducts research, process analysis, system analysis and troubleshooting across the platforms and applications.
- Conducts feasibility testing as needed to ensure appropriate integration capabilities (e.g., for Lowe's Canada, MSH, etc).
- Onboards new stores as needed with the applicable platforms.
- Trains business partners and other stakeholders, creates job aids, and develops FAQs as needed.
- Creates and/or pulls reports as needed.
- Responds to ad hoc requests as needed.
- Individual Contributor
Required Qualifications:
- Bachelor's Degree Business, Management, Operations, or related field and 6 years related Industry experience (Installation, Repair or US Home Improvement)
- Other and 6 years' experience in data analytics, performance reporting
Preferred Qualifications:
- 6 years' experience in a Store Operations role (with an emphasis in Install and/or Specialty Sales experience)
About Lowe's
Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe's operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.
Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.