Technology Operations Analyst

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, docu…

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