Job Description

About lululemon India Tech Hub

lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative products, commitment to our people, and the incredible connections we make in every community we\'re in. As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive and growth-focused environment for our people. As we continue to elevate our shopping experience, our India Tech Hub plays a key role in expanding our technology capabilities in Product Systems, Merchandising and Planning, Digital Presence, distribution and logistics, and corporate systems. Our team in India works as an extension of the global team on projects of strategic importance.



Technology Support Analyst, Educator Help Centre, India Tech Hub

Who we are:

lululemon is a yoga-inspired technical apparel company up to big things. We are anexperiential brand that ignites a community of people living the Sweatlife through sweat, grow and connect. We are proud to be a growing global company with locations all around the world, from Vancouver to Shanghai, and places in between. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connections we get to make in every community we are in.

About this team:

The Educator Help Centre (EHC) is the global technology support center for our 450+ global lululemon stores, Guest Education Centre (GEC), our lululemon SSCs and lululemon Distribution Centre\'s (DCs). The EHC is a vital frontline, directly connecting our Technology team with Educators, and all internal technology users.

We provide a best-in-class support experience worldwide through phone, e mail, livechat and ServiceNow (our ticketing tool). We answer all questions and support in solving all technical issues that can come up in stores, the GEC & corporate offices. As a member of the EHC team, you are empathetic, empowered to be solution oriented & think outside the box and find resolutions for our employees. The EHC team is passionate about technical problem-solving resolutions through authentic connection. There is a lot of variety to keep this team stimulated, but enough familiarity to become a master of our Guest Experience.

The EHC team is a close-knit group that works in a fast-paced environment emphasizing goal setting, health and fitness and personal development through our core values. We also have a lot of fun!

A day in the life:

You work with your fellow EHC team members to provide technical support and knowledge to our stores, Guest Education Centers, Distribution Centers, and corporate users.It is not just about getting through tickets: you are empowered to be solution-oriented and to think creatively and critically, as you work towards a resolution. Your ultimate goal is toprovide our employees with an exceptional support experience each time they reach out, in whichever way they reach out.

We are a fast-moving organization, and the Technology team is no exception! This means you must be agile, adaptive to change, and a quick learner. You are eager and excited to pick up new skills and apply them to your day-to-day role.There is a lot of variety at the EHC to keep you stimulated, but enough familiarity to become an expert in certain technologies.

The role:

• Troubleshoot, diagnose, and resolve application issues through a full Incident lifecycle, while prioritizing and organizing multiple streams of work at one time.
• Manage workload using ServiceNow, taking full ownership of each Incident and providing accurate and timely updates to the end user
• Responsible for assisting our Support Specialists in resolving first contact technical issues for corporate, retail and GEC technology and assist in escalations that cannot be solved by that group
• Contribute to the improvement of internal processes and the deployment of new technologies
• Demonstrate professional and effective communication skills (this means all forms of communication: telephone, email, live-chat, remote sessions, and in-person)
• Build positive relationships with third party vendors, on-site technicians, and cross-functional partners
• Participate as a project resource when required
• Participate in on-call rotation as required to support outages and Sev1s
• Flexible to work weekends and evenings
• Supports floor lead duties when required (queue management, scrum meetings, scheduling daily duties, etc.)

• Excellent interpersonal skills: aclear, honest, and kind communicator with the ability to be in relationship, build trust, and work in a team environment
• Strong written and verbal communication skills (great at explaining technical things to non-technical people)!
• Passionate about supporting our users and developing further as a leader in the lululemon Technology organization
• Acknowledges the presence of choice in every moment and takes personal responsibility for their life
• Possesses an entrepreneurial spirit and continuously innovates to achieve remarkable results
• Integrates fun and joy as a way of being and working, aka does not take themselves too seriously
• Prioritizes work responsibilities appropriately and completes tasks within deadlines with minimal supervision
• Highly motivated, creative, detail oriented.

• 4+ years of work experience directly related to L2 technology support OR Completed degree or diploma in IT related field and 3+ year work experience in technology support
• Experience with call and ticket logging applications (e.g. ServiceNow)

• Experience with Active Directory, SCCM, MS Office 365, OneDrive, and AWS cloud services
• Experience configuring hardware such as iPhones, iPads, iPods, and printers
• Experience with retail type technologies (POS, Ipod, RFID technology)
• Experience setting up client/server-based software, such as MMS and Citrix
• IT Networking experience LAN\\WAN and Wireless
• Knowledge of data cabling\\computer facilities
• Experience managing and working alongside external IT support vendors and technicians

lululemon India Tech Hub