Workforce Analyst

Who are we? At Stefanini, we"re passionate about enabling our customers to win and about exceeding their expectations. Our client does more than outfit the world"s best athletes, and we at Stefanini do more than provide technology support. Together, we"ve created a place to explore your potential, obliterate boundaries, and push out the edges of what can be. We look for people who can grow, think, dream, and create. Our cultures thrive on embracing diversity and rewarding imagination. The brand seeks achievers, leaders, and visionaries. It"s about each person bringing skills and passion to a challenging and constantly evolving game. About the role In this position you will be engaged in the activities of coordinating the ticket queue(s) of our Field Services Technicians, including Queue Management, Workload Balancing, Reporting, Management and compilation of client-facing Governance. You will also be responsible for coordination of equipment moves, smart hands support, event support, VIP support and Technology Performance Bar support. You will be located at the client"s WHQ Headquarters (located in Beaverton) where our client brings their escalations directly to you. Responsibilities ITSM tool Ticket Queue monitoring / management - ensure workload is balanced between available technicians and that their individual queues are manageable.Ensure all Technician's work is being captured via ITSM tool tickets, or in project hoursMonitor daily SLA report(s) and follow up where necessary.Monitor any other reports delivered to mailbox and take actions when deemed necessary.Monitor own email (Stefanini and client) and any attached shared mailboxes for incoming communications.Follow up on any open items from meetings, emails or conversations.Attend and participate in client or team scheduled meetings when requestedWhere necessary (and permitted), disseminate metrics to team (SLAs, CSAT, volumes etc.).Feedback to Team Lead(s) or Service Delivery Manager on current workload performance.Offer trending knowledge and expectations.Provide enhancements and/or improvements to service based on throughput.Assist in the creation of presentations for governance and/or employee meetings.Carry out ticket audits on Deskside Technician work as carried out per month.Attend client-facing governance meetings as requested by Service Manager / Service Delivery Manager to speak to any data within your purview.Support other regions and countries remotely when required.Requirements Associate"s degree or above.General ISTM Ticketing tool skills and reporting experience, Service Now experience a plus.Workforce, scheduling, RTA backgroundExperience/knowledge in reports and data analysis.Comfortable with MS Excel, pivot tables / macros experience is huge.Must be familiar with SLA"s.Excellent verbal and written communication skills.Ability to do in-depth reporting, research and analysis.Ability to complete all work tasks with minimal supervision.Strong customer service experience in a corporate environment.Excellent time management and organizational skills to prioritize workload.High level of professionalism and strong personal interaction skills.High level of flexibility and the ability to positively respond to changes in work requirements.Ability to operate and communicate effectively while under pressure is essential.Ability to communicate and interact with both technical and non-technical customers.Good technical writing skills and a willingness to document all work performed.Ability and willingness to learn new technologies.Willingness and skills necessary to determine the solution & root cause of issue.