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Vaga de Sr Analyst Business Operations (17000X3S)
Dell em Eldorado do Sul - RS

Descrição da Vaga

Sr Analyst Business Operations (17000X3S)

Why Work at Dell?

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.

DESCRIPTION: Americas Commercial Client Support Operations team is looking for a highly motivated, professional individual contributor to support our ProSupport, REC, and Basic support teams for Knowledge Content Creation. The individual will drive cross functional engagement with multiple departments, such as, REC, Client Pro Support, PG, e-Support contact reduction & Learning and Development, to ensure that our agents have up to date knowledge at their fingertips via Delta Knowledge content. This valuable information will be utilized externally to assist customers to obtain solutions without having to contact Dell for assistance. Responsibilities: Owns, authors, edits publishes and maintains technical content articles. Works with e-Support teams for content publishing & web placement Ensures that all knowledge and content source documents are technically and mechanically accurate by applying the required set of professional standards; Proofs documentation for consistency with regard to audience clarity, organization, readability and completeness. Provides process and policy advice to internal and external customers Simplifies difficult concepts for non-technical users Assists in ensuring findings from product launches, revisions, transitions, call drivers are accurately translated into relevant technical content The individual will be required to accomplish the responsibilities above by: Meeting regularly with business support teams & management to understand product /technology readiness trends and facilitate action to address policy, process, and/or quality issues via technical content. Working with L2/L3 team and other areas of the organization to help identify feedback from the floor on critical issues affecting support domain & incorporate into technical content. Be a lead participant in TDM, L2 & SWAT forums. Regularly interacting with L2, Support & REC colleagues or customers generally up to senior level management. Periodically reviewing knowledge archives such as Target One note repository for content placement opportunities. Partnering with the business and cross functional subject matter experts in Product Engineering, Services Engineering, e-Dell & Contact Reduction orgs to assess and customize articles based on current and future needs. QUALIFICATION: - Strong Technical writing skills with proven track record of prior authoring & publishing content. - Very strong English, grammar & professional writing skills. - At least one industry standard certification each for hardware & for software (Microsoft, Comptia, etc.) - Strong Content Publishing, Authoring skills including but not limited to HTML, Microsoft Publisher, Dreamweaver, Delta Knowledge - Understanding of call drivers and ability identify areas of opportunity to reduce contacts into the network based on data - Strong data analysis skills, ability to analyze, summarize and present performance data as analysis action plans. Comfort with extracting relevant information from large data sets - Strong PowerPoint, Excel, Advanced Excel, and other Microsoft office skills - Rigorous attention to detail in executing projects - Complete understanding of Delta and Knowledge toolsets - Ability to work well independently and in a team environment with minimum supervision - Strong organizational skills and personal effectiveness

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Avaliações da Dell


Satisfação geral dos funcionários

4.14
  • Remuneração e benefícios
    3.93
  • Oportunidade de carreira
    3.79
  • Cultura da empresa
    4.34
  • Qualidade de vida
    3.75

Recomendam a empresa a um amigo



  • Há 12 dias

    Boa empresa para fazer carreira e ter bom equilíbrio de vida pessoal X trabalho

    Sênior Advisor

    Eldorado do Sul, RS


    Prós: flexibilidade de horário e local de trabalho são os principais. Há boas oportunidades de viagens internacionais e participação em projetos globais

    Contras: Há muita burocracia para avançar em processos financeiros, etc... Há também muitos times fazendo coisas em paralelo, sem muita sinergia e priorização. Tudo é prioridade sempre, então não prioriza-se nada, e os resultados acabam frustando a liderança... há falta de autoridade de grande parte dos líderes para definir metas claras e bancar a decisão, gerando mais foco dos times

    Conselhos para presidência: tornar processos mais simples e claros. há muita redundância e falta de alinhamento entre times

    Recomenda a empresa: Sim

  • Há 10 dias

    Mente aberta

    Estagiário

    Hortolândia, SP


    Prós: Estabilidade, possibilidade de locomoção internacional, estrutura segura para trabalho, eventos de consientização a saúde (Setembro Amarelo, Outubro Rosa, Novembro Azul)

    Contras: Poderia ter um programa de Estágio definido para os estagiários, com melhores benefícios, melhor auxílio, melhor acompanhamento. Vales transporte em dinheiro e assistência médica também poderiam ser dados

    Conselhos para presidência: Melhor programa de Estágio, mais estruturado, com mais benefícios e objetivos. Chega um ponto que apenas o valor do Marca da Empresa não te sustentam mais com motivação.

    Recomenda a empresa: Não