City Shenzhen

Function Name GENERAL ASSOCIATE EXPERIENCE

Employee Type Permanent/Regular

Years of Experience Required 5-10 Years

Business Format Support Center (Home Office)

Education Level Required Undergraduate

Job Description

【岗位职责】
1. 沃尔玛科技部技术支持服务台业务和人员管理工作,制定团队工作目标,建立并储备二线支持人才梯队
2. 负责科技部内支持服务体系的完善,并负责执行落实和持续优化更新,包括技术支持标准、IT服务管理流程、IT服务KPI、团队员工培训,技术支付服务宣传、供应商管理等
3. 负责IT服务管理流程的完善和定期回顾,包括事件管理、重大事件管理、问题管理和变更管理 
4. 完善当前服务质量测量体系,定期对团队服务运营情况出具分析报告,提高运维团队服务质量,不断提升用户满意度
5. 提高现有服务台支持渠道工具的自动化、智能化水平,结合业内最佳实践、内部上下游系统、团队及业务特点,最大限度发挥工具价值
6. 及时剖析并总结现有支持的业务系统和流程中的机会点,协调相关团队问题修复和优化,并推动可行的自动化支持解决方案
7. 协调与完成管理层临时交办的工作任务

【岗位要求】
1. 学历要求:本科及以上学历,计算机相关专业为优先
2. 工作经验:8年以上IT服务管理经验,3年以上呼叫中心或应用系统运维团队管理经验,具有丰富的IT服务体系推广和实践经验,有外企或跨境电商相关工作经验优先
3. 语言要求:英语听说读写流利,能与国际部进行跨团队合作
4. 具备ITIL或ISO20000认证,有PMP认证优先
5. 具备较强的客户服务意识和沟通协调能力,有前瞻性和结果导向型思维
6. 具备良好的团队合作精神,有较强的理解能力、沟通表达能力和抗压能力,对新技术充满热情和学习能力
7. 可接受非工作时间的值班工作安排

Company Summary

Save Money. Live Better.
About Walmart Inc.

Walmart Inc. was founded by American retail legend Mr. Sam Walton in Arkansas in 1962. Over the past 50 years, the company has served customers and is now the world’s largest private employer and retailer. Walmart was ranked on the top of the Fortune 500 list several times and is among the most recognized global brands. 

Walmart Inc. helps people around the world save money and live better – anytime and anywhere – in retail stores, online, and through their mobile devices. Each week, over 265 million customers and members visit our more than 11,500 stores under 56 banners in 27 countries and eCommerce websites. With fiscal year 2020 revenue of $524.0 billion, Walmart employs over 2.2 million associates worldwide. Walmart continues to be a leader in sustainability, corporate philanthropy and employment opportunity.

As an omni-channel retailer, Walmart announced plans to change the company’s legal name from Wal-Mart Stores, Inc. to Walmart Inc. effective Feb. 1, 2018. The name change chiefly demonstrates the company’s growing emphasis on serving customers seamlessly however they want to shop: in stores, online, on their mobile device, or through pickup and delivery.

In China, as elsewhere, we follow Walmart core values of “Service to the customer”, “Respect for the individual”, “Strive for excellence” and “Act with integrity”, and stick to the Walmart tradition of building our business one store and one customer at a time, so as to fulfill our core mission, and continue to make a difference in the lives of our customers, members and associates.

About Walmart China

China is a market with a vast number of opportunities. We are fully confident about the prospects of the Chinese economy and the Chinese market. Walmart entered the Chinese market and opened its first Walmart store and Sam’s Club in Shenzhen in 1996.

Currently, Walmart operates different formats and banners in China including Walmart store and Sam’s Club. Walmart now has been operating over 400 retail units covering more than 170 cities nationwide; as well as running 22 distribution centers. Walmart China’s omni-channel retail strategy focuses on customer experience to offer customers and members easier shopping solutions anytime, anywhere in the way they like through accelerated digitalization and scale-up of retail innovation and integration of stores, clubs with multiple ecommerce channels. At the same time, the China ecommerce team continues to seek collaboration in multiple areas to expand the landscape of integration and build a win-win omni-channel retail ecosystem to help people save money and time and live better.

Walmart is committed to local talent development and diversity, especially the cultivation and full utilization of female staff and executives. 99.9% of Walmart China associates are Chinese nationals. All of Walmart China’s store managers are Chinese. Furthermore, around 65% of Walmart China associates are female and nearly 50% of above-director level associates are female. In 2009, the company established the “Walmart China Women’s Leadership Development Commission” for driving women’s career development.

Walmart will continue to make long-term investment in China and develop both online and offline to provide customers with even better services. Meanwhile, Walmart will continue to upgrade existing stores, invest in food safety and build on strong partnerships with our Chinese suppliers. Walmart expects to create more jobs, makes joint development with Chinese economy and become a trusted corporate citizen in China.