Workforce Analyst II

Workforce Analyst II
US - OR - Beaverton

Who we are

Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia.

What will you do?

Peforms ticketing queue management and work load balancing functionality for on campus technical support team.

Communicates queue management workload concerns to leadership team so proactive action plans can be developed if needed tot exceed contractual SLA requirements.  Anaysis of queue and work load data provided to management staff used to make day to day resource allocation decisions.

Entry level position. Works on assignments that are routine in nature. Works with either close supervision of clearly defined procedures.  Does make decisions on red flag indices with work queue balance and throughput.

  • Monitors/routes all tickets to ensure even distribution of assignment.
  • Monitors technicians’ individual queues to ensure consistent workflow.
  • Ensures all tickets are properly assigned to the right team, geo, and/or technician.
  • Availability to address all questions.
  • Evenly distribute all deployment REQs and assist with scheduling in geos with higher equipment volumes. 
  • Work with depot/imaging team for advanced notice of VIP and new hire deployments.
  • Coordinate bulk/Techbar deployments.
  • Monitor stockrooms .
  • Maintain vacation and call out calendar

What do you need to succeed?

High school diploma or equivalent required. Typically requires 3 year of related experience.

  • Knowledge of ticketing and work tracking systems
  • Workload analsys expereince or skills
  • Scheduling work duties to campus remote campus staff
  • Ability to work in a team environment as well as independently
  • Excellent verbal and written communication skills
  • Ability to complete assignments with little supervision
  • Ability to search internally/externally for support information
  • Customer-oriented attitude
  • Valid driver's license and proof of auto insurance, if travel is required
  • Attendance and schedule adherence are requirements of this position
  • Knows and applies fundamental concepts, practices and procedures of particular field of specialization
  • May develop advanced skills using tools and equipment appropriate for the position or specialization
  • Using established procedures and working under immediate supervision, performs assigned tasks
  • Work is routine and instructions are usually detailed
  • Resolves routine questions and problems, and refers more complex issues to higher levels
  • Attendance and schedule adherence are requirements of this position
  • Other duties or assignments, as necessary

What you’ll get:

  • Work with brilliant minds, often within a global capacity;
  • Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
  • Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual trainings as well.

Why we’re different:

  • Brazilian and privately owned company;
  • Agility, flexibility, and innovation are in our DNA;
  • Flat organizational structure which enables faster communication and decision making!

Take a look for yourself!

Here's one of our own, talking about the culture, space and growth opportunities:

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