Discover It Here.

At Nordstromrack.com and HauteLook, we strive to empower shoppers through choice and discovery of the hottest fashion at great prices.  At the intersection of technology, fashion and design, we value employees who have great in-“sites” to fashion and e-commerce, act fast, think creatively and embody our customer-first mentality. Our fast-paced, dynamic culture attracts creative, passionate individuals with a determined, can-do attitude and entrepreneurial spirit. We work hard and play hard in a fun, casual and collaborative work environment in the heart of Downtown LA. 

A day in the life… 

• 24 x 7 Incident Management High priority incidents.
• Driving, developing, managing and maintaining the major incident process and associated procedures.
• Responsible for the CMM improvement of the incident management process.
• Provide clear communications to stakeholders and executives.
• Ensure SLA’s are met for high priority incidents revise as needed to align with business expectations and priorities.
• Metrics and Trending  mtts, mttr, recurring incidents, outage calculation, communication frequency and quality strategy, weekly incident scorecard.
• Root Cause Analysis action items entered into COCO.
• Problem Management measure impact and improvement of PRB completion.
• Business Continuity Plan.
• Ownership of known error database.
• Reviewing and auditing the process.
• Ensuring that all IT teams follow the incident management process for every incident.
• Travel to other office locations as needed to support high priority service interruptions.
• management of pager duty accuracy.
• Liaise with JWN IRT to coordinate cross business unit incidents.
• Manage incident slack channels for high priority incidents.

You own this if you have… 

• 1-2 years performing ITIL Incident Management (or ITIL equivalent)
• ITIL knowledge (ITIlL certification a plus)
• Metrics and dashboard experience to measure critical incident management metrics and KPIs
• A passion for efficiency
• Basic knowledge of Visio/lucid charts
• Ability to negotiate across teams
• Reliable and goal oriented
• Ability to execute with minimal guidance

We’ve got you covered…

Our employees are our most important asset and that’s reflected in our benefits. We listen to what’s most important and continue to evolve our offering to support both our employees and their families.

Beyond strong health, retirement and time off benefits, Nordstrom is proud to offer:

• Commuter Benefits
• 100% Paid Parental Leave
• Charitable Giving and Volunteer Match
• Merchandise Discount
• Nordstrom Stock Purchase Plan

A few more important points...

The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.

Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.