Senior Systems Analyst

Company Overview

Fanatics is building a leading global digital sports platform. The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans, a global partner network with over 900 sports properties, including major national and international professional sports leagues, teams, players associations, athletes, celebrities, colleges, and college conferences, and over 2,000 retail locations, including its Lids retail business stores.

As a market leader with more than 18,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.

FHI employees are expected to be on-site 4-days per week. We also offer the unique benefit of allowing employees to temporarily working from anywhere up to 20 days per year.

The Role:

As the Senior Systems Analyst for Technical Services, you will play a crucial role in ensuring seamless IT operations for our New York City office supporting our executive suite and about 100 users. You will be responsible for delivering top-notch technical support and ensuring optimal endpoint performance. This position will oversee the processing of on-site and remote incidents and requests, ensuring that users receive the highest standard of customer service.

This position demands five to seven years of experience and a track record of successful performance. Candidates are expected to operate with minimal supervision, complete a wide array of tasks independently and adhere to established policies and procedures.  

What You'll Do:

• Premier Executive Assistance: Deliver proactive and personalized technical assistance to executives, ensuring their IT needs are met with urgency and precision. Utilize a 'concierge-style' approach, anticipating needs and providing tailored solutions that enhance executive productivity.
• Relationship Management: Build and maintain strong, trust-based relationships with executive team members and support staff. Employ empathetic communication and active listening skills to understand their unique preferences and requirements, ensuring a seamless and bespoke service experience.
• Incident Response and Resolution: Provide rapid response to technical issues, employing a 'first-contact resolution' strategy. Ensure a smooth and efficient resolution process, minimizing disruption to executive workflows. Follow up meticulously post-resolution to confirm satisfaction and continuous service improvement.
• Feedback and Continuous Improvement: Regularly solicit and analyze feedback from executives to gauge the effectiveness of technical support. Implement a continuous feedback loop to refine and enhance service delivery, ensuring alignment with executive expectations and industry best practices in white-glove service.
• Discretion and Confidentiality: Uphold the highest standards of discretion and confidentiality in all interactions. Handle sensitive information and high-stakes situations with professionalism, ensuring that executive communications and data are securely managed.
• Proficient in Problem-Solving: Utilize a range of common problem-solving techniques such as root cause analysis, brainstorming, and the 5 Whys approach to efficiently diagnose and resolve complex technical issues. Demonstrate adaptability and critical thinking in challenging situations, ensuring effective and innovative solutions that enhance operational efficiency and customer satisfaction.
• Video Conference Management: Oversee and maintain our video conferencing facilities. Conduct regular testing and validation to ensure optimal functionality and performance. Provide comprehensive support and customization for executive Zoom rooms.
• Diverse Endpoint Support: Provide robust and responsive technical support for various endpoints including Windows and Mac computers, printers, BYOD (Bring Your Own Device) phones, and