Nike End User Services Analyst in Beaverton, Oregon

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At Nike, it’s about each person bringing skills and passion to a challenging and constantly evolving game.

Nike Technology designs, creates and implements the methods and tools needed to make the world’s largest sports brand run faster, smarter and more securely. Global Technology teams aggressively innovate the solutions needed to help employees navigate Nike's rapidly evolving landscape. From infrastructure to security and supply chain operations, Technology specialists drive growth through top-flight hardware, software and enterprise applications. Simply put, without Nike Technology, there are no Nike products.

Description

As our End User Services Analyst , you will be part of a team responsible for elevating the quality of technology service and support provided to end users in a corporate environment. Responsibilities include assisting customers, working with service providers, and collaborating with technology teams.

You should have strong reporting and analytical skills, as well as a focus on continuous improvement.

You will assist with end user exception/escalation support, assisting with support changes, and partner with the service provider to improve quality.

General Tasks:

  • Oversightof incident and request aging

  • Assistwith the governance of supplier process and standards adherence

  • Manageticket escalations, misrouted and mishandled tickets – Must have ability to deciphercomplicated support needs

  • Monitorand decipher customer satisfaction trends and analysis

  • Assistinternal teams with technology tools and the delivery of Service Desk support

  • Performknowledge editor responsibilities including article updates and changes

Qualifications

  • 3-5years of experience with End User Support, Service Desk, and/or Deskside operations

  • Advancedknowledge of the role of the Service Desk in an overall IT Operation

  • ITILFoundations Certification preferred

  • Experiencewith ServiceNow, Service Catalog

  • Overallunderstanding of IT infrastructure components and function

  • StrongExcel, data analysis and reporting skills

  • Abilityto be accommodating and friendly, yet respectful and directive as needed withcustomers and business resources

  • Excellentwritten and verbal communication skills – Technical writing experiencebeneficial

  • Abilityto multi-task, handling a variety of tasks in a professional manner

  • Abilityto analyze data and information for recommending problem avoidance and newsolutions

Qualifications

  • 3-5years of experience with End User Support, Service Desk, and/or Deskside operations

  • Advancedknowledge of the role of the Service Desk in an overall IT Operation

  • ITILFoundations Certification preferred

  • Experiencewith ServiceNow, Service Catalog

  • Overallunderstanding of IT infrastructure components and function

  • StrongExcel, data analysis and reporting skills

  • Abilityto be accommodating and friendly, yet respectful and directive as needed withcustomers and business resources

  • Excellentwritten and verbal communication skills – Technical writing experiencebeneficial

  • Abilityto multi-task, handling a variety of tasks in a professional manner

  • Abilityto analyze data and information for recommending problem avoidance and newsolutions

NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Job ID: 00417886

Location: United States-Oregon-Beaverton

Job Category: Technology