.QUESTIONNAIRE-6-9fa8b1dc583c0126376614445e3800006901**Serving the needs of all families with young children, **Carter's Inc. is the largest North American apparel retailer exclusively for babies and young children, encompassing Carter's, OshKosh B'gosh, Skip*Hop and Little Planet brands. Meaningful work, constant learning, genuine people, and a community guided by core values that promote inclusion and innovation is in everything we do. There are many reasons to build your career at Carter's.**Project & Initiative Delivery**:10%- Maintain working knowledge of IT project initiatives to ensure IT Support Center readiness for supporting project rollout timelines**Operations, Support & Service Delivery**: 80%- Serves as the Subject Matter Expert for multiple technical platforms within the scope of the IT Support Center- Mentors and trains IT Support Center personnel; Constantly analyze incident data to identify IT Support Center training opportunities and efficiencies- Collaborates with other senior agents to ensure proper shift turnover- Monitors call queue to ensure IT Support Center readiness in order to reduce customer wait time and eliminate abandoned calls- Operates as key escalation point for complex problem resolution and advanced root cause analysis- Communicates with appropriate IT personnel to ensure quick, efficient use of proper resources- Keeps IT Support Center Management abreast of opportunities to improve tactical strategies for incident management processes and procedures through assessment and extensive research- Logs and tracks incidents and requests from identification through resolution. Follows up with required support staff involved in resolution to ensure incidents are resolved, requests are filled, and the end user communication is complete