Global IT Customer Service QC Analyst

Polo Ralph Lauren Corporation is a leader in the design, marketing and distribution of premium lifestyle products in four categories: Apparel, home, accessories and fragrances.  For more than 40 years, Polo's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. Purpose and Scope:The Global IT Customer Service QC (Quality and Commodity) analyst performs a full range of IT Customer Services including PC procurement, order and support of cell phones/blackberries/PDAs and other wireless devices, ITIL service management implementation, continuous improvement for all processes, and quality audit/analytical services.  Other responsibilities include development, implementation, compliance and operational enhancements to standards and documentation for quality, auditing, procurement and asset management processes, and administration for IT Customer Service tools and databases.   In addition, they will create and report the Global IT Customer Service key metrics against the ITIL service management processes, Customer focused metrics, and IT Customer Service scorecard and team performance metrics. Responsibilities: Procurement and support of PC hardware, cell phones, blackberries, PDAs and other wireless technologies in addition to the supplier vendors  Compiles and writes training material and conducts training sessions on quality control activities.  Monitoring quality of services and proposals to improve IT Customer Service Plan and conduct quality audits (internal to IT Customer Service team and across other IT teams) Review customer complaints regarding service delivery and quality Support external audits, such as PCI and SOX Perform process improvement and re-engineering to support IT Customer Service processes via knowledge reviews, desk studies, and policies using DMAIC methodologies and supporting ITIL frameworks. Demonstrates commitment and ingenuity in resolving non-standard situations, diagnosing underlying causes of difficulties, and devising solutions or workarounds to ensure that the effect on operations is minimized. Provides an effective interface ensuring that priority setting and escalation procedures are applied effectively and that all issues/complaints are responsibly and professionally resolved. Regularly monitors the incidence, status and speed of resolution of inquiries and problems; is pro-active in devising improvements and recommending changes to systems, processes or services Conducts regular trend analysis to identify IT service problems Ensure root cause analysis is conducted, documented and final resolutions are implemented and reported Establishes knowledge base tool and functionality to support IT Customer Service team in resolving customer issues Deals with customers courteously at all times, diffusing stressful situations where conflict and unreasonable demands from users require tact & diplomacy. Follows up and monitors IT Customer Service incidents and problems using reporting tools, checking progress against targets within Service Level Agreements, reporting as necessary, taking action to resolve exceptions. Develops and distributes reports from IT Customer Service tools based on customer and management needs Provides support, implementation and configuration of IT Customer Service toolsJob Requirements: Possess a thorough knowledge and understanding of principles of general procurement practices, using various supply chain tools for tracking and creating purchase orders Knowledge and experience with procurement interrelationships involving requestors, administrative functions, buyer, and receiving  Knowledge and experience with wireless device support, such as cell phones, PDAs, blackberries, etc. Working knowledge of service management processes that would support business needs of purchasing/procurement, contract and maintenance agreement tracking, asset tracking, vendor relationships, knowledge management, problem management, root cause analysis, configuration management  Conducting service delivery audits and evaluations for operational staff and identifying service trends Utilizing service management tools to create/develop required reports to business for team productivity and service delivery information.  This includes standard reports as well as ad hoc reports required using the service management reporting tools or other reporting tools such as Crystal Reports. Process frameworks knowledge and developing process efficiencies from ITIL, CoBit, Six Sigma, etc Proven ability to develop effective working relationships at all organizational levels Strong attention to detail and analytical skills Excellent communication skills - oral, written and presentation  Demonstrated planning and project management skills Proven ability to organize multiple projects, schedules and meet shifting priorities  Education: Bachelor degree in Computer Science, Electrical Engineering, Information Systems or related discipline OR equivalent relevant experience in addition to the minimum experience requirement. Experience: A minimum of three years experience within the Information Services industry with most of the experience in Customer Service and/or Quality or Business Analysis. The ideal candidate will have experience in multiple process frameworks such as ITIL, CoBit, Six Sigma, etc. including implementation and measurement.  Additional Training/Certification:  Certifications in at least one of the following A+, MCSE, MCSA, CCNA, CSA, CCIE, MCDST, CISSP, Security +, Network +.  ITIL Foundations certification, CoBit certification, or Six Sigma Green Belt a plus. Travel:  Must possess valid driver license and reliable personal vehicle.  Must be able to travel by a variety of modes of efficient transportation, including aircraft, to any and all Polo sites. Travel is expected to consume approximately 5% of the time required for this position. Polo Ralph Lauren is an equal opportunity employer.  We offer dynamic career opportunities with growth potential and a generous company discount. To Apply for this position, please CLICK HERE Company: Polo Ralph Lauren Location: NC 27410 Status: Full Time, Employee Occupation: General/Other: IT/Software Development Industry: IT/Software Development Career Level: Manager (Manager/Supervisor of Staff) Company: Polo Ralph Lauren Address: Greensboro, NC 27410 Job RefCode: 6708MON Learn more at RalphLauren.com