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Service Management Senior Specialist
4 weeks ago
Job Title: Service Management Specialist
Shift: Mid-shift (3:00 PM 12:00 MN PHST)
Location: BGC
Budget: Open
Note: US experience is required
Key Responsibilities
- Support the operational health of the organization through data analysis, business reporting, workforce planning, and continuous process improvement
- Focus areas include business reporting and insights, process control and governance, workforce management, and continuous improvement
- Develop and maintain dashboards and reporting tools to provide actionable insights using tools such as Excel, Power BI, or Tableau
- Ensure compliance with internal policies and external standards through regular audits and monitoring
- Collaborate with stakeholders to improve transparency, efficiency, and process adherence
- Optimize staffing plans based on operational trends and forecasts
- Lead process improvement initiatives using methodologies such as Lean, Six Sigma, Agile, or PMP
- Monitor workforce performance trends and develop strategies that enhance productivity and employee engagement
- Identify opportunities for automation and recommend solutions using technologies like robotic process automation or artificial intelligence
Qualifications
- Bachelor's degree in Business, Finance, Data Analytics, or a related field
- At least three years of experience in service management or process improvement roles
- Strong experience working with US-based clients or organizations is required
- Proficient in reporting and data visualization tools such as Excel, Power BI, or Tableau
- Strong analytical, problem-solving, and communication skills
- Certification in Lean, Six Sigma, Agile, or PMP is preferred
- Familiarity with automation tools is an advantage
- Highly organized, proactive, assertive, and able to communicate with empathy
