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Open nowPosted 1 hour agoWe saw it 66 min after it went up

Technology Operations Analyst

PetSmart9,276 open roles

Where
Heredia, Costa Rica
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Your applicationOpen nowTechnology Operations AnalystPetSmart · Heredia, Costa Rica

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on PetSmart's own form.

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The clock on this job

Early applications get read.

13.7% of postings close within 7 days. Measured by our own scanner across the market. PetSmart postings stay open a median of 1 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.7%3 days
  3. 13.7%7 days
  4. 22.1%14 days
  5. 37.8%30 days
  6. 59.1%60 days
This job: posted 1 hour ago

PetSmart median: 1 days open

The posting

About the Team

It’s an exciting time in technology, and that buzz is felt throughout PetSmart! We are continuing to grow at a faster pace and we want to continue to provide best-in-class experiences for pets and pet parents.

Our Technology team has 6 different departments: Information Security, Service Delivery, Business Enabling Systems, eCommerce & Marketing Technology, Data and Stores, Services & Supply Chain.

Whether it’s online or in our stores, the work that the IT team does is instrumental in PetSmart’s success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are.

About the Location

Collaborative Work Environment: At PetSmart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.

Hybrid Position.

About the Job

Position Overview

The Technology Operations Analyst provides operational support and quality assurance (QA) for PetSmart’s Point of Sales/Cash Register (POS) systems, integrations, and related store and services applications. The analyst investigates incidents, monitors application health, executes testing, and coordinates resolution with engineering teams and vendors. This role helps stores, home office associates, and support partners use dependable technology through clear communication, documented procedures, and effective escalation.

Key Responsibilities

  • Own ticket resolution in ServiceNow (SNOW), including Tier 1 and Tier 2 troubleshooting, assessment of business impact, and coordination with the departments or associates needed to resolve issues.
  • Investigate application and integration issues using available logs, dashboards, SQL queries, and documented procedures; provide clear evidence to engineering teams.
  • Perform application health checks, track scheduled processes, and identify opportunities to automate repetitive monitoring and support tasks.
  • Perform functional, regression, and end-to-end QA for applications and integrations, following agreed requirements and expected business behavior.
  • Create, execute, and maintain functional and regression test cases; document results and defects, validate fixes, and provide testing evidence for senior engineers to review and approve releases.
  • Partner with engineers and business users to test changes in the POS lab and verify application workflows and integration outcomes.
  • Coordinate incident communications and follow ServiceNow tickets through resolution, including business-team actions such as coordinating with Treasury on customer-purchase refunds.
  • Support problem management in ServiceNow by identifying recurring issues, linking related incidents, and supporting root cause investigations and corrective actions.
  • Create and maintain runbooks, knowledge articles, and troubleshooting guidance for stores, end users, and Help Desk partners.
  • Build knowledge of supported POS, custom .NET, web, and cloud applications and their dependencies; collaborate across Stores and Services support needs.
  • Support Salesforce as part of the team’s application portfolio. Use ServiceNow as the primary incident management and ticketing system, and Jira and Confluence for project management, work tracking, and documentation.

Required Qualifications

  • Experience or demonstrated capability in application support, technical troubleshooting, incident triage, and clear documentation.
  • Ability to assess urgency and business impact, coordinate with responsible teams, and communicate with technical and non-technical users.
  • Understanding of APIs, application integrations, and SQL queries used to investigate issues.
  • Ability to execute structured tests, document expected and actual results, reproduce defects, and validate fixes.
  • A customer-focused, organized approach with strong analytical skills and the ability to distinguish application issues from process or user issues.
  • Ability to work collaboratively, learn unfamiliar applications, follow procedures, and take ownership of assigned issues.

Desired Qualifications

  • Prior experience in IT operations, application support, professional services, or a comparable customer-facing technical role.
  • Experience with retail/POS applications and functional or regression QA.
  • Familiarity with Salesforce application support, GCP or equivalent cloud platforms, monitoring tools, ServiceNow, and project management and documentation tools such as Jira and Confluence.
  • Exposure to scripting or support automation, web applications, .NET services, Node.js, SQL databases, or MongoDB.

Location and Work Schedule

This role is remote within Costa Rica. Primary working hours align with Mountain Standard Time (MST) in Phoenix, Arizona. On-site attendance is required as needed for POS lab testing and during visits by company vice presidents; there is no fixed on-site schedule.

Participation in a rotating on-call schedule is required, providing 24/7 coverage for one week, currently estimated at approximately once per month. Additional after-hours work may be required based on business needs. Opportunities to work voluntarily on holidays will be offered.

About Technology Operations

This role is part of Technology Operations, which keeps PetSmart’s systems within our area of responsibility reliable, available, and running efficiently so store and home office associates can do their work.

You will navigate ambiguity, balance competing priorities, and help teams move issues toward resolution. At times, you will contribute to discussions about unfamiliar systems or problems, ask focused questions, and coordinate assigned issues with guidance from experienced team members. You will work with internal teams and external partners with urgency. Restoring service may require occasional work outside regular hours, including evenings, weekends, and participation in the required on-call rotation.

About the Culture

Our associates are the heart of Team PetSmart. Together, we’re building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams and challenge each other to be the best they can be.

Our Costa Rica office offers outstanding amenities in a fun and rewarding workplace including:

  • You will be able to bring your pets to work!
  • Free access to UltraPark gym facility
  • Learn more about #LifeAtPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/
  • Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/
  • Will have medical, dental & vision benefits for all associates
  • Offer paid time off including holidays and discretionary days

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.

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