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ABOUT THE ROLE

Peloton is seeking an IT Support Specialist to join our Information Technology team. In this role, you will handle the performance, availability and reliability of key Peloton business applications and IT services. Using monitoring, alerting, and customer request data, you will perform validation and implement repair and notification processes as detailed in IT standard operating procedures for the services and applications in question. Operating as an advocate for consumers of IT services you will become deeply familiar with the normal operating state of a suite of services and applications, the interactions between services and applications, and corrective response procedures to return services and applications to optimal health in the event issues occur. You will work with a broad and diverse team of application and infrastructure engineering roles within IT and Business units. Your continual feedback on operational state will be leveraged to continuously improve the Peloton operating environment.

YOUR DAILY IMPACT AT PELOTON

• Lead with the values of Peloton and the challenge of providing excellent service to consumers of business applications such as NetSuite, Boomi, WMS, TMS, Genesys and a portfolio of general IT services
• Track performance against Operational metrics and work with partner teams to exceed accuracy and efficiency targets
• Capture and analyze output from multiple monitoring and alerting systems across the Peloton network to discern any issues, impacts or threat of same, and to respond using knowledge articles, standard operating procedures and your experience
• Report weekly metrics for service health
• Report weekly metrics for health of operational response including timeliness, quality, accuracy, efficiency and member satisfaction
• Drive Performance against significant metrics for the growing Peloton Enterprise Operations Center support team
• Assist with development and continuous improvement of Standard Operating Procedures
• Perform post closure issue/ticket analysis to find opportunities for quality improvement over time
• Collaborate with IT and business support and engineering teams to call out sophisticated and/or high priority issues to support alignment to Service Level Agreements
• Learn and follow basic ITIL standards for handling of Incident, Problems, Change and Support Requests

YOU BRING TO PELOTON

• A basic understanding of the ITIL processes of Incident and Support Requests.
• 2+ years of hands-on IT Support experience
• Experience supporting Macs and/or Microsoft Windows
• Good interpersonal skills and ability to influence internal team members to acquire results
• Great quantitative, analytical, and critical thinking skills with use of data analysis and metrics to assist decision making and continuous improvement
• Positive demeanor and energy, inquisitive nature, personal drive to learn and a desire to serve and advocate for the members of application and other IT services
• Desire to learn new subject matter
• Solid understanding of any key applications as a user (e.g. NetSuite, Boomi, WMS, TMS, Genesys) is helpful
• Prior experience in a support role related to IT Service Desk, Enterprise Applications, IT Security, Access Management, AWS services, Network services is helpful
• Experience using reporting and efficiency tools to provide insights
• Demonstrated ability in documenting processes; business requirements in a logical and structured manner
• Ability to follow existing Knowledge Articles and Standard Operating Procedures, and to provide feedback to aid with continuous improvement of detailed procedures
• Ability to effectively connect with members and IT support staff at different skill and experience levels

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