Description

Role Overview:

Responsibilities focus on these main scopes:

Business Reporting & Insights
Workforce Management
Process Automation
Continuous Improvement

The Service Management Sr. Specialist role is responsible for analyzing and presenting data to support operational health, workforce management, business decisions, ensuring process control and governance, and driving continuous improvement initiatives. This role involves developing reporting tools, maintaining compliance with operational standards, and optimizing workflows to enhance efficiency and performance.

Key Responsibilities:

Business Reporting & Insights

Collect, analyze, and present operational data to support decision-making
Develop and maintain KPI dashboards and reporting tools
Ensure accuracy and consistency in reporting across departments
Provide actionable insights to improve business performance

Workforce Management

Analyze workforce data to optimize staffing levels and scheduling
Forecast staffing requirements based on business needs and workload trends
Develop strategies to improve employee productivity and engagement
Ensure compliance with labor laws and workforce management best practices

Process Automation

Design and implement automation solutions to streamline workflows and improve operational efficiency
Analyze business processes and identify automation opportunities that reduce manual effort and increase accuracy
Collaborate with stakeholders to gather requirements, map processes, and develop scalable automation solutions
Monitor, test, and enhance automation solutions to ensure reliability, performance, and continuous value delivery

Continuous Improvement

Identify opportunities for process optimization and efficiency gains
Implement Lean, Six Sigma, or other methodologies to drive improvements
Facilitate training sessions and workshops on best practices
Monitor and evaluate the effectiveness of improvement initiatives

Qualifications & Skills:

Bachelor's degree in Business, Finance, Data Analytics, or related field
Experience in business reporting, workforce management, process automation, and continuous improvement
Strong analytical, strategic thinking, and problem-solving abilities
Proficiency in reporting tools such as Excel, Power Automate, PowerApps, Sharepoint
Excellent communication and stakeholder management abilities
Experience: 3+ years in process improvement or service management
Knowledge/Certifications: Lean, Six Sigma (Yellow or higher), Agile, PMP, or equivalent certifications is a plus.

Skills:

Knowledge and experience in automations (Power Automate, PowerApps, Minibots, Etc.)
Proficiency in process improvement tools, service management platforms, and data analytics software.
Strong analytical, strategic thinking, and problem-solving abilities.
Highly organized and able to manage multiple tasks
Can confidently communicate. Expressing oneself clearly, assertively, and with self-assurance, while also actively listening and demonstrating empathy. Prepared in using specific language and being aware of their body language and tone of voice.