Service Desk Quality Management Analyst

Serves as member of the Service Desk Quality Management team responsible for executing the Quality Management program focused on continuous improvement initiatives. Responsibilities include recognizing metrics and trending changes, QA audits for Service Desk associates in conjunction with Team Leads for staff performance coaching and producing dashboards and reports within Service Now for KPIs and ad-hoc requirements.

Responsibilities

• Execute formal quality assurance processes, ensuring the service desk team is meeting standards of quality while supporting the unique business needs of Sysco
• Oversee daily operations of quality assurance including auditing phone calls and tickets, tracking and reporting results, and making recommendations for improvement to service desk team leads and associates
• Coordinate ad-hoc audits to support new service desk processes, policies, and initiatives
• Point of contact for specialized quality assurance monitoring, reporting, and mentoring for at-risk associates
• Responsible for building metrics and reporting around IT KPIs within Service Now using Performance Analytics.
• Produce weekly, monthly, Quarterly, annual reporting and dashboards in Service Now for organizational consumption and leadership feedback.    
• Perform additional duties as required.

• 4 Years of experience in Service Desk or similar environment
• 2 Years of experience in a Quality Management, preferably in a service desk or similar environment
• 4 years of college or equivalent experience a plus but not required
• Service Now certifications preferred
• IT Service Management (ITSMv3) Certification preferred
• Proficient with the Microsoft Office

Experience:   

•  Proven leadership, negotiating and conflict resolution skills

• Working knowledge of databases, computer hardware and software, and service desk tools
• Exceptional customer support and interpersonal skills
• Adept with Service Now reporting, dashboards, and Performance Analytics
• Understanding of Key Performance Indicators (KPIs) and trends analysis
• Excellent Written and Verbal Communication
• Strong ability to collect/analyze data and make sound recommendations for improvement
• Proven strong problem-solving skills, troubleshooting, and root cause analysis
• Ability to excel in a collaborative and distributed team environment
• Proven strong relationship-building and communication skills with team members and business users
• Business Process Management experience
• Ability to multi-task and open to assigned flexible hours
• Bilingual – English, Spanish (B2+ required)

• Hybrid (2 days working at Ultra park II Lagunilla, Heredia and 3 days WFH)
• Private Medical Insurance
• Asociacion Solidarista
• Life Insurance
• Personal Day Off