About the position
Costco IT is responsible for the technical future of Costco Wholesale, the third largest retailer in the world with wholesale operations in fourteen countries. Despite our size and explosive international expansion, we continue to provide a family, employee-centric atmosphere in which our employees thrive and succeed. As proof, Costco ranks eighth in Forbes “World's Best Employers”. This is an environment unlike anything in the high-tech world and the secret of Costco's success is its culture. The value Costco puts on its employees is well documented in articles from a variety of publishers including Bloomberg and Forbes. Our employees and our members come FIRST. Costco is well known for its generosity and community service and has won many awards for its philanthropy. The company joins with its employees to take an active role in volunteering by sponsoring many opportunities to help others. The Service Desk Reporting Analyst is responsible for ensuring Service Desk staffing levels are optimized to achieve goals regarding service delivery and times. This includes forecasting workload, headcount planning, and scheduling to ensure Key Performance Indicators (KPIs) are met. This position will be a key contact for supervisors and senior management in regard to service level information, KPI accuracy, reporting, and providing improvement ideas. This position will create and maintain the scheduling process to ensure optimal utilization of Service Desk resources. Data Analysts are responsible for importing, transforming, and validating (or querying) data with the purpose of understanding or drawing conclusions from the data to drive decision-making. They may use modeling techniques to form data in ways that can be analyzed and/or queried to identify data quality issues, anomalies, or deviations. They generate ad hoc reports and regular datasets or report information for end-users using system tools, database or data warehouse queries, and scripts. They also integrate data from multiple sources to produce requested or required data elements. They work closely with business groups, IT verticals, and governance teams to provide information to drive data quality and usage decisions.
Responsibilities
- Identifies and interprets trends, patterns, and correlations among various data points.
- Analyzes data for quality and completeness in accordance with established data governance policy and standards.
- Develops scripts to report and extract data for analysis.
- Designs and creates the data reporting environment, including data sources, security, and metadata.
- Creates data quality control processes to audit extracted lists ensuring data governance is maintained on all processes.
- Performs data profiling and business analysis (logical modeling) to determine the most effective ways to measure and provide data.
- Applies statistical methods and visualization techniques in generating business insights.
- Provides insights as to the best means to analyze and combine multiple data sources to form accurate and meaningful datasets.
- Defines and ensures adherence to new process improvement opportunities.
- Performs testing and validation of data and data sources.
- Applies best practices and data governance to database and reporting solutions.
- Performs data mapping and tracing from system to system in order to solve a given business or system problem.
- Supports initiatives for data integrity and normalization.
- Provides technical expertise on migration, mining, and cleansing of data.
- Supports and informs data stewards and custodians to ensure quality of master data changes and additions.
- Prepares documentation of relationships, integration, and flow of data.
- Supports tooling for capturing and maintaining metadata elements within repository.
- Identifies and resolves problems often anticipating issues before they occur or before they grow; develops and evaluates options and implements solutions.
- Maximizes the effectiveness of the workforce management system, KPIs, data analysis, reporting and overall operational functions for Service Desk operations.
- Develops and continually improves upon KPIs for evaluating the Service Desk for effectiveness and efficiency.
- Develops and supports Service Desk schedules (shifts, training, vacation, meetings, offline work, exceptions, etc.) to ensure daily service level objectives are met.
- Real-time, short- and long-term forecasting analysis to adjust Service Desk staffing to the needs of the business.
Requirements
- 1-3 years' writing SQLs queries, report writing, and presenting findings.
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
- Detail oriented and possess strong problem-solving skills, with the ability to analyze a situation for potential future problems.
- Strong technical documentation and writing skills.
- Strong communication skills and able to work effectively with all levels of the business and IS.
- Strong verbal communication skills.
- Responsible, conscientious, and possess a passion for excellence.
- Self-motivated and able to work independently, with little supervision.
- Demonstrates an ability to grow technical skills and learn new technologies.
- Able to support off-hours work as required, including weekends, holidays, and 24/7 on call responsibilities on a rotational basis.
Nice-to-haves
- Experience with Workforce Optimization tools (e.g. Verint, Calabrio or other similar tools).
- Knowledge of service desk or call center business processes.
- Data virtualization using Power BI, SQL, VBA Macros.
- Familiarity with any of the following: Big Query, Power BI, Data lake operations, Scripting (PowerShell, Bash, Google Apps, etc.), Google Sheets, ETL, ServiceNow.
Benefits
- Paid time off
- Health benefits - medical/dental/vision/hearing aid/pharmacy/behavioral health/employee assistance
- Health care reimbursement account
- Dependent care assistance plan
- Short-term disability and long-term disability insurance
- AD&D insurance
- Life insurance
- 401(k)
- Stock purchase plan to eligible employees.
