Job Information
CARMAX Support Analyst II in Plano, Texas
8117 - Dallas Technology Hub - 5830 Granite Parkway, Plano, Texas, 75024
CarMax, the way your career should be!
About this job
The Technical Support Analyst II reviews, analyzes, and evaluates Information Technology systems operations tickets to provide application support to CarMax Auto Finance (CAF). This support can be either reactive to production problems, systems outages, and immediate business changes; or this support can be proactive to support planned business objectives. The Technical Support Analyst II will be expected to utilize different tools, processes, and services as well as work with mentors and peers to understand the systems under their responsibility. The Technical Support Analyst II will be expected to resolve basic to complex application problems leveraging a knowledge base and partner with other team members to resolve the more complicated customer issues.
What is CarMax Auto Finance?
CAF is the captive finance company or wholly owned subsidiary of our retail arm, CarMax Auto Superstore. CAF is the 14th largest auto lender in the US and 5th largest originator of used car loans in the nation.
CAF customers are offered 24x7 account access to a digital web portal to manage their account or make payments online. The nearly 800 CAF associates based out of Kennesaw, Georgia are available to provide support from origination through payoff, including the return of their vehicle title.
What you will do – Essential Responsibilities
Work directly with CAF to understand customer and/or business impacts related to outages and errors related to critical business applications.
Partner with software engineers to triage and remedy application errors.
Use and create team support documentation and application knowledge articles.
Resolve support tickets with accuracy and completeness, and within SLAs.
Monitor systems and application performance to highlight problems or suggest further improvements.
Continue to grow one’s knowledge base of critical business applications.
Consistently build positive relationships with CAF and Technology leadership in supported business areas.
Purpose of the role
This Support Analyst role within CAF Technology will work alongside a team of engineers who are responsible for interfacing CAF account data with internal and external systems and providing CAF with value and efficient solutions that are compliant with accepted accounting procedures and information security protocols. As the main application support contact for the team, you will prioritize and research support issues, and partner with software engineers across CarMax enterprise to facilitate resolution. You will ensure system documentation and support knowledge articles remain relevant. You will provide status updates to leadership within CAF and CAF Technology.
Qualifications and Requirements
Basic Qualifications
Bachelor’s degree in computer science, or IT related field; or equivalent alternative education, skills, and/or practical experience is required.
2-4 years of relevant work experience.
Preferred Qualifications
- Exceptional communication and organization skills.
Software Specific Qualifications and Requirements
Experience in the following required:
Microsoft C#/.NET Core
Microsoft SQL Server
API concepts (REST & SOAP) and toolsets (Swagger, Postman)
Experience in the following preferred:
ServiceNow
GitHub
Splunk and Splunk Dashboard Designer
Globalscape EFT
Oracle SQL
Apache Airflow
Microsoft Azure
Python ETL
Work Authorization: Applicants must be currently authorized to work in the United States on a full-time basis.
Work Location and Arrangement: This role will be based out of the Richmond, VA Technology Innovation Center OR Dallas Tech Hub in Plano, TX and have a Hybrid work arrangement
About CarMax
CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide.
Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.
Our Commitment to Diversity and Inclusion:
CarMax is committed to bringing together people from different backgrounds and perspectives, providing employees with a safe, welcoming, and inclusive work environment.
CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, protected veteran status, disability status, and any other characteristics protected by law.
Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.