IT Ops Analyst - Major Incident Management at Costco in Issaquah, WA

Costco IT is responsible for the technical future of Costco Wholesale, the third largest retailer in the world with wholesale operations in fourteen countries. Despite our size and explosive international expansion, we continue to provide a family, employee centric atmosphere in which our employees thrive and succeed. As proof, Costco ranks eighth in Forbes “World’s Best Employers”.

This is an environment unlike anything in the high-tech world and the secret of Costco’s success is its culture. The value Costco puts on its employees is well documented in articles from a variety of publishers including Bloomberg and Forbes. Our employees and our members come FIRST. Costco is well known for its generosity and community service and has won many awards for its philanthropy. The company joins with its employees to take an active role in volunteering by sponsoring many opportunities to help others.

Come join the Costco Wholesale IT family. Costco IT is a dynamic, fast-paced environment, working through exciting transformation efforts. We are building the next generation retail environment where you will be surrounded by dedicated and highly professional employees.

IT Ops Analysts are responsible for defining technology needs, prioritizing them in the global planning process, analyzing, submitting, and approving new initiatives. IT Ops Analysts lead efforts to define and manage technology solutions, project initiatives, business architectures, technology objectives and strategies, and represent these to business areas and IS leadership as needed.

This role serves as the cornerstone of our Incident Management process, ensuring that every Major Incident is handled with efficiency and professionalism. The IT Ops Analyst will be instrumental in driving the Major Incident Management process, training users on Incident Management standards, and providing valuable insights through trend analysis. The person in this role will collaborate closely with various teams across the IT organization to ensure that Major Incidents are resolved in a timely and effective manner, constantly looking for opportunities to improve and refine the process.

The day-to-day for this role will be centered on maintaining the highest standards of incident resolution. This role will be hands-on in defining incident standards, creating knowledge and maintaining articles, and coordinating resources to tackle critical incidents. With a sharp eye for detail, you will also be involved in analyzing incident behavior over time, helping to reduce the frequency of incidents by proactively identifying trends in an effort to reduce impact to our business.

If you want to be a part of one of the worldwide BEST companies “to work for”, simply apply and let your career be reimagined.

ROLE

● Develops and manages stakeholder relationships and subject matter conversations, organizing information provided by stakeholders.

● Partners with business leaders to define and align global technology needs.

● Tracks and assesses progress on projects and reports status on a continual basis to stakeholders.

● Provides project management, when there is no formal presence, to gather requirements, assemble resources, and meet milestones.

● Identifies and resolves problems, often anticipating issues before they occur or before they grow; develops and evaluates options and implements solutions.

● Drives and leads the response to Major Incidents that impact business operations.

● Directs these critical incidents and ensures executive awareness of P0/P1 incidents, maintaining visibility, providing crucial updates, and strategically coordinating resources until resolution.

● Creates a positive work environment focused on teamwork, accomplishments, and contributions in line with individual, team, divisional, and company goals.

● Develops and maintains Major Incident Management KPI reporting and Incident Management KPI reporting.

● Analyzes incident trends and patterns over time and provides recommendations to leadership.

● Conducts incident monitoring, tracking, linking, clean-up, communication, and outreach.

● Identifies and troubleshoots recurring platform issues and own projects to drive improvements.

● Performs live trend analysis on active incidents and develops trend analysis reporting.

● Develops and trains users on Incident Management standards and support.

● Creates/manages Incident Management related knowledge articles for the Costco IT organization.

● Conducts trend analysis of resolved/closed incidents and develops related reporting.

● Manages and prevents SLA breaches through outreach and monitoring efforts.

● Evaluates and maintains Incident Management dashboards for all IT teams.

● Evaluates steam-by-team Incident Management process execution and governance.

● Manages IT user/group support, including project rollout and configuration item creation.

● Maintains business service/configuration items.

● Analyzes, manages, and updates on-call calendars.

● Plans, manages, delivers, and communicates Incident Management process changes and training.

● Supports IT teams in understanding and reducing incidents.

REQUIRED

● Excellent verbal and written communication skills, along with strong proven interpersonal skills.

● Positive and proactive attitude with the ability to collaborate constructively at all organizational levels.

● Strong problem-solving abilities with a keen sense of urgency, especially under pressure.

● Attention to detail and excellent time management skills.

● Ability to operate in a 24x7x365 environment, including evenings, weekends, holidays, and on-call shifts.

● Prior experience in incident management or related ITIL-based roles.

We offer a comprehensive package of benefits including paid time off, health benefits - medical/dental/vision/hearing aid/pharmacy/behavioral health/employee assistance, health care reimbursement account, dependent care assistance plan, short-term disability and long-term disability insurance, AD&D insurance, life insurance, 401(k), stock purchase plan to eligible employees.

Costco is committed to a diverse and inclusive workplace. Costco is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to IT-Recruiting@costco.com

If hired, you will be required to provide proof of authorization to work in the United States. Applicants and employees for this position will not be sponsored for work authorization, including, but not limited to H1-B visas.

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