Sr. Analyst, GBS Global Process – Customer Care

Work Schedule

Environmental Conditions

Job Description

The Sr. Analyst GBS Global Process Customer Care is responsible for driving strong process governance audit readiness and continuous improvement across supported business groups. This role partners closely with GBS Operations Leaders Process Experts and cross-functional teams to maintain process integrity strengthen operational excellence initiatives and ensure robust process documentation and performance metrics. A key component of the role is building enhancing and maintaining Smartsheet solutions which serve as essential tools for process governance reporting and operational efficiency. The Sr. Analyst also leads small-scale migration projects and supports broader digital enablement efforts across Customer Care and affiliated operations.

Key Responsibilities:

Smartsheet Development & Governance

• Develop enhance and maintain Smartsheet tools dashboards reports and automated workflows supporting operational and process governance needs.
• Serve as the subject matter expert for Process Governance Tools hosted in Smartsheet
• Maintain Smartsheet repositories with strong data accuracy version control and adherence to governance standards.
• Identify and implement automation workflow improvements and process standardization opportunities through Smartsheet and complementary digital platforms.

Performance Measurement & Reporting

• Maintain the Business Group KPI Library to ensure accuracy and completeness of performance metrics.
• Support development and refinement of KPIs and SLAs for operational teams.
• Lead setup and revision of performance dashboards for business leaders.
• Monitor process performance and provide actionable insights to stakeholders.

Process Documentation & Repository Management

• Oversee creation updating and maintenance of process documentation for supported business groups.
• Maintain critical process and data repositories to ensure documentation accuracy accessibility and compliance.
• Ensure alignment between operational practices documented processes and governance requirements.

Continuous Improvement & Operational Excellence

• Partner with operations teams to support productivity and efficiency improvement initiatives.
• Facilitate business-specific continuous improvement and automation projects.
• Lead small-scale process migration projects from planning to execution.
• Support digital enablement initiatives in collaboration with technical and operational teams.
• Contribute to process transformation and performance improvement initiatives across Customer Care.

Process Governance & Audit Management

• Facilitate internal process audits for supported business groups.
• Serve as the primary point of contact for GBS Operations Leaders on Global Process Owner (GPO) support needs.
• Support audit preparation and ensure timely remediation of compliance findings.
• Provide final sign-off on process changes impacting Customer Care operations.
• Maintain the Business Group Audit Schedule Repository.

Minimum Requirements / Qualifications

• 5 years of experience in a shared services environment or in a consulting capacity.
• Bachelors degree in Business Operations Management Industrial Engineering or related field.
• Demonstrated expertise in Smartsheet solution development including automations formulas workflows dashboards and reporting (non-negotiable).
• Experience in process management operational excellence or business operations.
• Strong understanding of process mapping audit requirements and KPI/SLA frameworks.
• Project leadership experience with cross-functional teams.
• Lean Six Sigma or related certification is an advantage.