Global Command Center Systems Analyst

This role involves the handling and resolution of escalated events, incidents and problems across Grainger's Enterprise IT landscape including production networks, systems and major applications; assisting and in maintaining the highest level of system availability and performance; ensuring that all service level objectives are met; and working and Level 2/3 engineers to quickly restore planned and unplanned Grainger IT services outages.

PLEASE NOTE: This is a Hybrid role that requires all candidates to be based full time in the Jacksonville, FL area willing and able to work the 3rd shift from 3.00PM to 11.00PM EST from Tuesday through Monday (including weekend days Saturday and Sunday) and off on Tuesdays and Wednesdays. This Hybrid role will allow mostly Work From Home with occasinal onsite office meeting work days.

NO VISA SPONSORSHIP IS AVAILABLE AT THIS TIME.

You Will:

• Enter the 5-10 principal duties & responsibilities here (no more than 10)
• Resolve IT service events, incidents and problems escalated by Level 1 GCC Coordinators
• Ensure IT service availability and performance goals and objectives, outlined in SLAs and OLAs are met on a consistent and continual basis
• Assist and mentor Level 1 GCC Coordinators in proactively monitoring Grainger IT environments to prevent the occurrence of incidents and problems
• Follow, execute, and maintain runbooks to resolve application incidents
• Ability to navigate through monitoring dashboards such as Splunk and Dynatrace to analyze application issues
• Follow and execute incident, problem, request, release, change, knowledge and continuous improvement processes
• Collaborate with GCC staff, vendors and stakeholders to assess severity and scope of events and incidents in order to prioritize resolution
• Contribute to the creation and maintenance of GCC standard operating procedures and knowledge articles used by the GCC staff
• Develop and document workarounds that quickly restore IT service
• Support problem management process to prevent recurring events and incidents

• High School Diploma/GED or equivalent experience preferred
• Bachelor's Degree College degree in Computer Science preferred
• Experience with Automation using tools such as Ansible Automation Platform systems.
• 2+ years experience working in a Network Operations Center or Command Center environment required
• 2+ years experience working with 24X7 highly-available infrastructures including Unix, Linux, Windows, VMware, EMC SAN storage, and Cisco LANs and WANs required
• 2+ years experience troubleshooting enterprise systems and networks required
• Experience with ITSM tools (ServiceDesk, Service-Now, Remedy, and etc.)
• Experience with IT event monitoring and scheduling tools (i.e.& Netscout, Zenoss, Splunk, Redwood, etc.)

The anticipated base pay compensation range for this position is $27.50 to $45.82., With benefits starting on day one, our programs provide choice and flexibility to meet team members' individual needs, including:

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
• 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

For additional information and details regarding Grainger's benefits, please click on the link below:

https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire

The pay range provided above is not a guarantee of compensation. The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills.

The anticipated compensation range described above is subject to change and the compensation ultimately paid may be higher or lower than the range described above.

Grainger reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion at any time, consistent with applicable law.

W.W. Grainger, Inc., is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. At Grainger, We Keep the World Working® by serving more than 4.5 million customers worldwide with products and solutions delivered through innovative technology and deep customer relationships. Known for its commitment to service and award-winning culture, the Company had 2024 revenue of $17.2 billion across its two business models. In the High-Touch Solutions segment, Grainger offers approximately 2 million maintenance, repair and operating (MRO) products and services, including technical support and inventory management. In the Endless Assortment segment, Zoro.com offers customers access to more than 14 million products, and MonotaRO.com offers more than 24 million products. For more information, visit www.grainger.com.