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Nike Corporate Systems Support Lead, Asia Pacific & Latin America in Beaverton, Oregon

What you bring:

  • Bachelor’s Degree in IT-related field; or any combination of equivalent experience, education and training

  • 6+ years relevant work experience in IT, Engineering or relevant technical subject area

  • 3+ years of experience with End User Support, Service Desk, and/or Deskside operations

  • Knowledge in ServiceNow of Incident, Problem, Knowledge and Change & Release processes

  • Comfortable working in a fast-paced environment

  • Experience creating, documenting and disseminating IT processes

  • Self-starter with aim to take initiative and solve problems independently

  • Skills and ability to handle multiple simultaneous tasks in dynamic and high-pressure situations and prioritize them accordingly

  • 2 years' experience in a lead level role, a plus

ENTRYLEADER: Be Empowered to Grow within Nike and Create the Future.

Who we are looking for:

The ideal candidate will provide leadership, operational excellence, and support of our APLA (Asia Pacific & Latin America) Geography and Territories specifically around the day-to-day operations and support of Corporate Systems functions for the Geography. You will provide experienced guidance and oversight to third party production support providers using established business models and processes. The lead will collaborate with business and technical partners at the global and territory level, as well as the multi-functional support teams to ensure future production support (PS) requirements are well known before launching into production. You will ensure the future strategic APLA technology roadmap uses the knowledge of the PS team.

What will you work on:

In this role you will be asked to support and guide resolution efforts for our Athletes* and consumers encounter the best experiences possible across our corporate platforms. You will work with the business and IT partners to ensure that support activities are planned in a way that compliments and supports total alignment with the strategic plan. You will monitor and provide status reporting on all APLA service level agreements by aligning with global Tech Ops and vendor leaders focused on deliverables and quality as outlined in the vendor contract. You will gain exposure to global scenarios, which require influencing skills, communication skills and the ability to work across a matrix organization.

Key Responsibilities:

  • Drive prioritization, escalation, and resolution of support incidents for APLA corporate users and systems

  • Partner with enterprise release ramp up and ramp down activities for Geography and Corporate Support

  • Good communication and relationship building skills to all levels: peers, vendors, business partners, leadership

  • Ability to lead resolution for exciting, multi-functional situations across the entire organization

  • Improve and drive operational efficiencies in your area such as incident trend analysis, recovery time, problem relationship incidents, etc.

  • Lead vendor relationships and ensure vendors are meeting operational performance targets, standards, and procedures

  • Ability to agree upon terms with business partners, such as terms of new application support requests coming through the funnel

  • Operates in a timely manner ensuring flows and functions add customer value with respect to the delivery, management and consumption of those services

  • Track metrics and business fitness functions, monitor trends, and benchmark to better serve Nike’s consumers

  • Partner with Territory teams to develop business cases to propose and implement additional IT service management processes and functions to further improve service – Knowledge Management, Release Management, Event Management and Request Management (with self-service capabilities)

Who will you work with:

You will partner with peers as well as management level internal partners to cultivate collaboration, alignment and integrated planning and execution across all functions. You will have close partnership with the Portfolio, Product, Engineering and Technology Operations functions of APLA Global Technology. You will work closely to coordinate with other Technology and APLA business teams on dependencies across the portfolio.

This position will report to the Director, APLA Marketplace & Corporate Systems Support with responsibility for frontline Corporate Systems Support across Enterprise environments globally.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. NIKE is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call +1 503-671-4156 and let us know the nature of your request, your location and your contact information.