Service Desk Specialist

Job Title: Global Retail Service Desk Ops Specialist
Job Duration: 12 months
Job Location: Beaverton, OR
This position will be WHQ based (No Remote)
Description
our client, Inc. does more than outfit the world's best athletes. It is a place to explore
potential, obliterate boundaries and push out the edges of what can be. The
company looks for people who can grow, think, dream and create. Its culture thrives
by embracing diversity and rewarding imagination. The brand seeks achievers,
leaders and visionaries. At our client, it's about each person bringing skills and passion to
a challenging and constantly evolving gam
Scope and Responsibilities:
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.
The successful candidate will:

• 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 of the by ensuring that its
• 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
• Embody our client Culture and Values.
• Collaborate with Retail Production Operations & Support and Change/Reliability teams to update all SD processes & documentation as the technology environment refreshes and changes

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

Duties:
Provide escalation and management of Infrastructure issues by liaising & communicating with service provider and business throughout the end to end process. Ensure escalated issues are addressed and resolved within business SLA's (Service Level Agreement). Regularly engage and maintain relationships with representative(s) from external IT Service Provider(s) to ensure reliable and fully functional services from their catalog of service offerings. Shape and represent IT service offerings to internal customers. Work with the business users to translate customer requirements into potential IT solutions. Understand and act upon customer abilities/priorities and service providers expectations to tailor the systems for mutual benefit. Assist in Educating and training current business users on the IT help desk setup and the benefits of the our client technology/systems to their role or business. Ensure internal and external end users benefit from implemented enhancements. Provide visibility and measurement of results against customer service metrics. Responsible for ensuring business and Service Provider process compliance. Provide input to the creation and updating of Service Provider SLA (Service Level Agreements).
Skills:
- Typical Office: This is a typical office job, with no special physical requirements or unusual work environment.