Job Summary:
The purpose of this position will be to provide a best-in-class experience for our corporate and retail employees.
The candidate will play a key role in IT and partnering with Human Resources, Retail Operations, Central Teams, and vendors on updating, redesigning, and managing processes, SOPs, and knowledge base related to Employee Experience such as new joiners, offboarding, streamlining communications, change management and more. The Employee Experience IT Lead will also be responsible for communicating on the performance of the services carried out by the Service Delivery team to its partners.
Key Responsibilities:
Day to Day Responsibilities
Collaborate on Employee Experience: Work with HR and Retail Operations, incorporating employee feedback to refine service delivery processes that enrich the day-to-day work experience.
- Elevate Service Quality: Analyze service metrics; execute strategic improvements for superior internal service delivery.
- Optimize Local IT Support: Brief Service Desk and Support Teams with knowledge base update and updated processes to effectively implement and support new IT solutions, ensuring robust local assistance in our stores and offices.
- Manage Ticketing Efficiency: Monitor service and process ticket flows to identify and resolve bottlenecks, reducing backlogs and accelerating resolution times.
- Link with Global IT Teams: Coordinate with central IT teams to align processes, meet SLAs, and expedite resolution times for employee issues.
- Update Change Management Practices: Regularly update SOPs and Knowledge Base for clarity and accuracy.
- Own ServiceNow: Administer ServiceNow for the Americas region, prioritizing user-friendly enhancements for staff efficiency.
- Occasional Hands-On Support: Provide occasional deskside or store support to employees and advisors when required.
Continuous Process improvement
- Standardize SLAs Across Brands: Unify SLAs for consistent, high-quality technical support tailored to each brand's needs.
- Streamline Incident Response: Improve incident management for faster resolution by local and central teams, reducing downtime.
- Optimize Onboarding: Update onboarding process to ensure efficient setup of devices and access for new employees for all five maisons.
- Improve Offboarding Process: Refine offboarding process for better asset recovery and secure account closures.
- Facilitate Process Improvement Workshops: Conduct workshops with staff to develop actionable process improvements with our HR, Retail Ops, and Central support teams.
- Strengthen Vendor Relations: Serve as a direct liaison with our local and central vendors, ensuring swift issue resolution and updated support resources.
- Support 'Shift Left' Strategy: Develop knowledge based and training of Service Desk to address IT issues locally for corporate and retail applications resulting in faster resolution time.
Service Improvement Projects
- Drive ServiceNow Migration: Act as subject matter expert and project manager on the move to ServiceNow, designing workflows and processes that enhance efficiency and ease of use for a smooth employee transition.
- Integrate O365 L2 Support: Manage integration with an external Level 2 support vendor for Office 365 to improve response times and user satisfaction.
- Boost Employee Experience: Aid in developing the Employee Experience Program by producing user guides that promote self-service within our technological environment.
- Audit Maison Applications and Services: Identify applications utilized by all Maison to find opportunity to streamline processes and remediation.
Qualifications:
- Proven experience as an ITSM Administrator or in a similar role.
- Strong understanding of ITIL or other best practices frameworks.
- Proficiency in configuring and customizing ITSM platforms.
- Excellent troubleshooting and problem-solving skills.
- Strong communication and training skills.
Experience / Skills
- Must have +5 experience in retail or hospitality industry
- Experience in a multiband environment
- Experience with ServiceNow or similar enterprise ITSM platforms.
- History of successful project management and process improvement initiatives.
- Familiarity with change management and its application in IT services
- Experience with flowcharts and diagram software such as Microsoft Visio
- Background in working with cross-functional teams and external vendors.
