Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

JOB MISSION:

This position provides strategic support and operational oversight for IT environments, including administration and support of operational software tools, change management processes, and service level management methodologies. This role involves supporting and implementing changes as required by business units to ensure operational success. Responsibilities include diagnosing and resolving system issues within the environment, performing root cause analysis, and implementing corrective actions to prevent recurrence. Ongoing collaboration with internal stakeholders, external partners, and vendors is an integral component of the role.

MAJOR ACCOUNTABILITIES:

• Knowledge and use of software the Operations team utilizes to perform and maintain business success.
• Leads/assists in the administration, planning, installation, and upgrades, for operational system software tools: (Job Scheduler, Console, Replay, Service Level Management, monitoring tools, others as required
• Responsible for coordinating all production Change Management tasks within the environment. To include proper promotion of source code and ensure pre-defined requirements (schedule change form, change order, etc.) are complied with and maintained. Function as quality assurance reviewer to maintain departmental policies. Notifications to teams involved describing changes being implemented.
• Prepares system schedule flowcharts and context diagrams, ensuring critical information is depicted for the Operations environment and the relationship with other environments. (ERP, WMS, Diver, Retail, etc.)
• Triage/diagnosis of problems within the environment to include collaborating with Infrastructure and applications support teams to diagnose and implement correct action as needed.
• Administers Access control for various business applications: Docusign, Git Hib, MS D365, Vanguard, etc.
• Track update problem tickets/change orders using Fresh Service (or similar) software ticketing system. Recognize, prioritize, and track tickets based on SLA and operational impact.
• Supports global environments and seeks strategies to seek process improvement in all regions.
• Demonstrates knowledge of business processing globally and develops/maintains good working relationships across departments/teams in all regions.
• Provides backup and support to the IT Support Center team as needed and commits to Total Quality Management and the process of continuous improvement.
• Provides support and training/documentation for System Technicians and other IT associates in the use of software tools. (Service Desk, console management, job scheduling, operational processes and policies, and tape management)
• Maintains technical operational documentation for all system software processes.
• Prepares reports/metrics that reflect the state of the products we utilize within the environment (service level management, change management, automated software)
• On-call support, including nights and weekends, for Operations and business critical operations

REQUIREMENTS FOR SUCCESS

• Bachelor’s degree in related field or five to seven years equivalent experience
• Strong organizational, communication (verbal/written) and people skills.
• Strong ERP/WM/Enterprise knowledge/business practices required (Retail, EDI, Diver, PPM, 20/20, etc.)
• Comprehensive knowledge of major software systems: i Series, Servers, VMware, Network, storage, Service Desk (problem, change, request, asset management), SFTP, Job Scheduling, performance tools, monitoring tools, backups (off-site storage), printing, PC hardware/software etc.
• Ability to multitask to meet tight timelines
• Strong computer skills. Expertise with Word, Visio, Excel, PowerPoint, OS/400, and MS D365 applications.
• Project management skills/experience is a plus.

Boston, MA 80 Guest Street Only Pay Range: $104,500.00 - $130,000.00 - $155,500.00 Annual (actual base pay varying based upon, but not limited to, relevant experience, time in role, internal equity, geographic location, and more.)

Regular Associate Benefits

Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks – opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs – that encourage our associates to grow personally as they develop professionally. You’ll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword – it’s part of our culture.

Temporary associates are provided three options for medical insurance as well as dental and vision insurance and an associate discount.

Part time associates are provided 401k, short term disability, a yearly $300 lifestyle reimbursement and an associate discount.

Flexible Work Schedule:

For decades we have fostered a unique culture founded on our values with a particular focus on in-person teamwork and collaboration. Our North American hybrid model encourages rich in-person experiences, showcasing our commitment to teamwork and connection, while maintaining flexibility for associates. New Balance Associates currently work in office three days per week (Tuesday, Wednesday, and Thursday). Our offices are fully open, and amenities are available across our North American office locations. To continue our focus on hybrid work we have introduced “Work from Anywhere” (WFA) for four weeks per calendar year. This model will help us enhance our culture while continuing to maintain elements of flexibility.

Equal Opportunity Employer

New Balance provides equal opportunities for all current and prospective associates to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran, or any other protected status.