Business Systems Analyst - Lead Retail Service Delivery

  • location: Beaverton, OR
  • type: Contract
  • salary: $20 - $25 per hour

job description

Business Systems Analyst - Lead Retail Service Delivery

job summary:
Randstad Technologies is seeking a skilled Lead Retail Service Delivery BSA for a contract role in Hillsboro Oregon. If you are ready to join a leader in the Retail and Technology space, please apply and Randstad will be more than happy to assist in helping you land your next role. We look forward to speaking with you!

 
location: Beaverton, Oregon
job type: Contract
salary: $20 - 25 per hour
work hours: 8am to 4pm
education: Bachelors
 
responsibilities:
The successful candidate will:

  • 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
  • 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
 
qualifications:
  • Experience level: Experienced
  • Minimum 5 years of experience
  • Education: Bachelors
 
skills:
  • BSA

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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