Specialist - IT Service Center Operations

Meijer
parental leave
United States, Michigan, Grand Rapids
Feb 07, 2025
As a family company, we serve people and communities. When you work at Meijer, you're provided with career and community opportunities centered around leadership, personal growth and development. Consider joining our family - take care of your career and your community! Meijer Rewards Weekly pay Scheduling flexibility Paid parental leave Paid education assistance Team member discount Development programs for advancement and career growth Please review the job profile below and apply today! This position does not provide sponsorship, including OPT student visas We are seeking a detail-oriented and analytical Operations Specialist to join our team. This role is crucial in utilizing data analysis and reporting to enhancing productivity, ensure efficient operations with the highest standards of quality and making sure our team is well-trained and equipped to handle our technologies and processes effectively. This role is expected to be on-site at Meijer Headquarters in Grand Rapids Monday, Tuesday and Wednesday each week and is required to live within the Meijer footprint What You'll be Doing: Data Reporting & Analysis: Collect, analyze, and present data to inform decision-making through comprehensive data insights Trend Analysis & Performance Tracking: Monitor industry trends and benchmarks to anticipate needs and adjust strategies accordingly while tracking and updating Service Center statistics Performance Metrics Development: Establish key performance indicators (KPIs) to measure effectiveness and ensure alignment with organizational goals Automation: Implement tools and systems for automating data collection and reporting processes, ensuring timely and accurate information flow. Root Cause Analysis: Investigate defects or quality issues to determine root causes and recommend corrective actions to address identified issues Quality Assurance: Develop and implement quality assurance processes and procedures to ensure consistent product quality across all operations Knowledge Curation & Content Development: Collect, organize, and categorize knowledge documents or KBAs to create a comprehensive knowledge base in partnership with Product Support Training and Support: Design and develop training materials, manuals, and programs and deliver engaging training sessions using various methods to educate team members on supported technologies Onboarding New Employees: Facilitate onboarding for new hires, ensuring they understand team policies and procedures and receive the right training for their role Continuous Improvement: Recommend improvements to policies, standard operating procedures, and workflows to meet team performance, quality, and customer goals This job profile is not meant to be all inclusive of the responsibilities of this position; may perform other duties as assigned or required What You Bring with You (Qualifications): Bachelor's or equivalent Proven experience in workforce management, data analysis, and reporting Experience in the retail industry or in a production/service environment is preferred 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