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. In 2018, Costco contributed over $39 million to organizations such as United Way and Children’s Miracle Network Hospitals.

Costco IT is responsible for the technical future of Costco Wholesale, the second largest retailer in the world with wholesale operations in twelve 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 consistently ranks in the top five of Forbes “America’s Best Employers”.

Reporting Analysts help drive business decisions by analyzing metrics, data, and designing reports. They communicate these results to management and often provide suggestions based on their findings. They utilize different tools to generate metrics related to critical information, such as performance, variance, and analysis for strategic, operational, and resource allocation decisions and actions.

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

If you want to be a part of one of the BEST “to work for” companies in the world, simply apply and let your career be reimagined.

ROLE

• 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.
• Forecasts real-time, short-and-long term analysis to adjust Service Desk staffing to the needs of the business.
• Drives information delivery through data reporting and analytics.
• Interprets data and analyzes results using statistical techniques and provides ongoing and ad-hoc reports.
• Develops and implements data collection systems and processes as well as other strategies that optimize efficiency and data quality.
• Works closely with management to prioritize business and information needs.
• Locates and defines new process improvement opportunities.
• Examines data reports to locate and resolve inaccuracies, determine root cause opportunities, and possible problem issues that require a deep dive analysis.
• Supports and manages the workforce management database.
• Evolves with the progress made in maturing the workforce management structure at the Service Desk.

REQUIRED

• Proven data analysis skills and ability to articulate and present conclusions based on findings.
• Understanding of how data is used to determine performance and contribute to decision making.
• Excellent verbal and written communication skills.
• Strong, proven interpersonal skills & ability to work well with people at all levels.
• Results-oriented with personal accountability for excellence.
• Intellectually inquisitive nature with the ability to be open minded to varying opinions.
• Ability to plan, prioritize, and organize effectively.
• Strong mathematical skills.
• Proven ability to work in a fast paced, high-pressure office environment.
• Detail-oriented and strong problem-solving skills, with ability to analyze a situation for potential future issues.
• Knowledge of workforce management tools.
• Innovative in respect to service quality and ways in which it can be improved.

Recommended

• 1+ years’ of forecasting experience.
• BS or BA or equivalent education and experience.
• Experience with Workforce Optimization tools (e.g. Verint, Calabrio or other similar tools).
• Costco IT experience.
• Knowledge of the Service Desk or call center business processes.
• Experience with services management processes such as Incident, Change, and Problem.
• Familiarity with Costco’s core business environment related to merchandising, warehouse operations, and company philosophies.

Required Documents

• Cover Letter
• Resume

California applicants, please click here to review the Costco Applicant Privacy Notice.

Apart from any religious or disability considerations, open availability is needed to meet the needs of the business. If hired, you will be required to provide proof of authorization to work in the United States. Applicants and employees for this position will not be sponsored for work authorization, including, but not limited to H1-B visas.