IT Application Support Systems Analyst, Tools & Corporate Systems

Candidates must be authorized to work in the United States without the need for current or future visa sponsorship.

This position is for full-time, onsite employment at the Family Dollar Chesapeake Store Support Center

General Summary:

Family Dollar is seeking a candidate to provide technical operations oversight, administration, and support for enterprise tools and corporate systems that enable IT service delivery and workforce productivity. Typical functions include hands-on platform administration, production support, incident and problem management, process automation, reporting and analytics, stakeholder engagement, and cross-functional coordination. Primary areas of responsibility include ServiceNow, Microsoft 365, and related corporate technology platforms.

Principal Duties & Responsibilities:

·         Accountable for administration, maintenance, monitoring, and operational support for assigned corporate systems and enterprise productivity platforms.

·         Lead resolution of incidents - Assess business impact, capture relevant identifiers and timestamps, reproduce or isolate the failure, coordinate responders, restore service, validate downstream recovery, and document the outcome, and engage other IT teams and vendors as needed

·         Support incident, request, problem, change, and knowledge management processes.

·         Monitor and support interfaces among software systems

·         Manage and support Microsoft 365 services including Exchange Online, Teams, SharePoint Online, and related collaboration tools.

·         Administer and maintain ServiceNow modules, workflows, catalog items, forms, integrations, notifications, reporting, and knowledge management capabilities.

·         Support user lifecycle management activities including provisioning, licensing, permissions management, and access controls.

·         Develop and maintain dashboards, reports, operational metrics, and KPIs.

·         Identify automation opportunities and process improvements.

·         Create and maintain technical support documentation, troubleshooting guides, dependency maps, operational procedures, and end-user knowledge that improve first-time resolution and reduce repeat support demand.

·         Track, recommend and plan for tools and enterprise systems upgrades and enhancements.

·         Support and manage project transitions to IT operations and support

·         Coordinate with vendors and internal support teams to resolve issues and implement solutions.

Position Requirements:

·         Bachelor’s degree in Information Technology, Business, Computer Science, or equivalent experience.

·         1–3 years supporting enterprise applications or IT Operations platforms.

·         Experience supporting ServiceNow, Microsoft 365, or similar enterprise platforms.

·         Knowledge of ITSM processes including Incident, Problem, Change, and Request Management.

·         Strong analytical, troubleshooting, and communication skills.

·         Ability to participate in a 24/7 on-call rotation and provide occasional after-hours support

·         Excellent communication and customer service skills

Desired Qualifications:

·         ServiceNow Certified System Administrator (CSA).

·         Microsoft 365 certifications.

·         ITIL Foundation certification.

·         PowerShell, Power Automate, or workflow automation experience.

·         Experience presenting operational metrics to leadership.

·         iSeries tools and administration experience a plus

Projected Salary Range: $76,500-95,500

Family Dollar is an equal opportunity employer and committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We are committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities. 

Full time

510 Volvo Parkway,Chesapeake,Virginia 23320

IT Operations

Family Dollar