Global Retail Service Desk Ops Analyst
As a Lead Retail Service Desk Business Analyst- Global Retail Service Desk (GRSD), you will be responsible for leading continuous improvement efforts for retail service desk teams. Under your guidance, the GRSD will empower retail Athletes and Coaches to get the most out of technology through efficient incident resolution, engaged and empowered GRSD Athletes, and efficient, effective global support processes and tools.
Global Retail Service Desk Ops Analyst Responsibilities
Capture the relationships among roles, capabilities and business units, the decomposition of those business units into subunits, and the internal or external management of those units.
Adapt to changing business environment/needs and respond accordingly to ensure that support processes and practices are updated to addresses the retail customers requirements.
Interpret incident and request data and trends so that the Retail Service Desk service delivery and support solutions and processes as it relates to needs.
Evaluate service desk solution alternatives to achieve goals and continuous service improvements.
Monitor the GRSD’s key performance metrics to ensure that they align with Tech Ops strategic Service Delivery goals Governance Team in execution.
Balance the Service Desk’s technical capability with operational costs and risk management.
Define the set of strategic, core and support processes that transcend functional and organizational boundaries; identify and describe external entities such as customers, suppliers, and external systems that interact with the business; and describe which people, resources and controls are involved in the processes.
Analyze needs, requirements, and downstream reporting impacts of existing and proposed Retail products/services, applications and service offerings, developing technical, structural and organizational solutions to ensure business continuity.
Assess the compatibility and integration of Service Desk impacting products/services proposed as standards to ensure minimal disruptions to the help desk and stores.
Completes and delivers Attainment, Calibration, and Variance reporting to Operations, Program Management and Training relative to team and program level results.
Develops rapport and strong working relationships with internal operations and key management personnel.
Consults with Quality Management on process improvement, training, environment, Quality and CSAT tools and analysis, recommends and initiates appropriate change.
Conducts internal call monitoring, client and CSAT calibration sessions.
Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
Reports results of evaluations to appropriate Business stakeholders.
Participates in internal quality audits.
Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
Contributes to the maintenance of forms and legends documents.
Manage project work plans and timelines to ensure on milestones are met and deliverables available on time.
Conduct data analysis, forecasting, scheduling, and resource planning to include report creation for calls/tickets, NPS, SLAs/OLAs, CSATs, etc.
Process/operating policy performance & adherence analysis, improvement, & report creation.
Create/update/manage Service Desk level 1 KB content based on inputs from SD Agents//ROCC/PROD Support.
Contribute to creating/updating/managing and occasionally delivering technical and soft skills training to GRSD Athletes, and maintaining materials for internal and external employees.
Collaborate with Retail Production Operations & Support and Change/Reliability teams to update all SD processes & documentation as the technology environment refreshes and changes.
Global Retail Service Desk Ops Analyst Qualifications
Bachelor’s degree in Business, Computer Science or a related field and/or,
6+ years’ experience performing business / service desk or support including analytics and reporting.
Experience managing the design and development of functional specifications and process/workflow documentation.
The ability to recognize structural issues within the organization, functional interdependencies and cross-silo redundancies.
The ability to apply architectural principles to business solutions.
Experience with strong partnership with Service Delivery Managers on/offshore.
Exceptional analytical skills, including the ability to gather relevant data and information, actively listen, dialogue freely, verbalize ideas effectively, and present data.
The ability to act as liaison conveying information needs of the business to IT and data constraints to the business; applies equal conveyance regarding business strategy and IT strategy, business processes and work flow automation, business initiatives and IT initiatives, and benefit realization and service delivery.
Experience working successfully in a highly matrixed work environment.
Ability to develop or improve strategic processes, as well as consult, transfer knowledge and act as a resource for the resolution of unique opportunities.
Excellent situational awareness and ability to track and monitor operational performance progress and digressions.
Benefits are available to eligible VanderHouwen contractors and include coverage for medical, dental, vision, life insurance, short and long term disability, and matching 401k.
VanderHouwen is an award-winning, Women-Owned, WBENC certified professional staffing firm. Founded in 1987, VanderHouwen has been successfully placing experienced professionals throughout the Pacific Northwest and nationwide. Our recruitment teams are highly specialized in either Technology and IT, Engineering, or Accounting and Finance career markets. Our recruiters value building meaningful, professional relationships with each candidate as well as developing honed knowledge of companies' staffing needs and workplaces. Partner with us to land your next exciting career.
VanderHouwen is an Equal Opportunity Employer and participates in E-Verify. VanderHouwen does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable local, state or federal civil rights laws.