IT Service Center Knowledge Specialist
| Company | Meijer |
|---|---|
| Location | Grand Rapids, MI, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior, Mid Level |
Requirements
- Bachelor’s or equivalent
- Proven experience in workforce management, data analysis, and reporting
- Strong analytical skills and attention to detail
- Strong verbal and written communication and presentation skills, with an ability to express complex technical concepts in business terms
- Strong organization skills with the ability to handle multiple projects/issues simultaneously
- Ability to work independently and as part of a team
- Knowledge of Service Desk operations to include knowledge of IT best practices, industry trends and customer service
- Proficiency in tools and software related to this role
Responsibilities
- Collect, analyze, and present data to inform decision-making through comprehensive data insights
- Monitor industry trends and benchmarks to anticipate needs and adjust strategies accordingly while tracking and updating Service Center statistics
- Establish key performance indicators (KPIs) to measure effectiveness and ensure alignment with organizational goals
- Implement tools and systems for automating data collection and reporting processes, ensuring timely and accurate information flow
- Investigate defects or quality issues to determine root causes and recommend corrective actions to address identified issues
- Develop and implement quality assurance processes and procedures to ensure consistent product quality across all operations
- Collect, organize, and categorize knowledge documents or KBAs to create a comprehensive knowledge base in partnership with Product Support
- Design and develop training materials, manuals, and programs and deliver engaging training sessions using various methods to educate team members on supported technologies
- Facilitate onboarding for new hires, ensuring they understand team policies and procedures and receive the right training for their role
- Recommend improvements to policies, standard operating procedures, and workflows to meet team performance, quality, and customer goals
Preferred Qualifications
- Experience in the retail industry or in a production/service environment is preferred