Fraud Protection Team RoleThe practice and philosophy of yoga informs our overall purpose to elevate the world through the power of practice. 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.This role is within the Fraud Protection team in our technology organization.
Fraud Protection Team is a technology delivery team that works closely with SaaS vendors to address all the technological needs of the Asset Protection team. We focus on solutions that support the investigations of the Omni-risk specialists from the Asset Protection. We support the delivery of customizations, enhancements and integrations to SaaS tools such as Secure 5, Engage, Decision Manager applications that are used by the Asset Protection team and Educators to investigate and process unverified returns respectively.Experience & Skillset:Experience supporting end-users including triaging, performing root cause analysis, and resolving application issues and responding to how-to questionsSupport the creation, maintenance and monitoring of applications owned by the Fraud Protection team to support the ability to re-create, diagnose and troubleshoot technical issues faced by systems and applications users and vendorsWork directly with SaaS Vendor and internal teams to address active issues accordingly and required changes to correct issuesProvide guidance to users in order to address technical issues and offer training options as needed through references to existing user guides, manuals, runbooks and any other resourcesMaintain record of problems, incidents and vendor issues raisedParticipate in project delivery activities handover to support activities as well as development of documentation intended for users in collaboration with the other support servicesWorks with Architects and Business Analyst to create and validate system diagrams for applications and systems owned by Fraud ProtectionProvide intervention in critical situations in the event of system failure and ensure timely responses to situations by following required escalation pathsEstablishes a regular mechanism for communicating and sharing vendors compliance with operational SLAsParticipates in peak readiness drills as well as documenting impacts of integration and platform currency on Fraud Protection systemsQualifications: Bachelor's degree in Computer Science/Information Technology, or in a related technical field or equivalent technology experience.