Operations Excellence Analyst

Join our Centralized Managed Support Operations organization as an Operations Excellence Analyst. In this role, you will optimize our global support operations by analyzing complex challenges and providing actionable insights to our executive leadership team. You will conduct comprehensive data analysis, create clear visualizations, and collaborate with cross-functional teams to prioritize high-impact initiatives. This position offers flexible work models, paid time off, health care benefits, and numerous other perks.

• Evaluar los desafíos operativos utilizando un enfoque holístico para determinar si las causas raíz provienen de personas, procesos o herramientas.
• Realizar un análisis de datos exhaustivo para descubrir patrones subyacentes y mitigar ineficiencias.
• Colaborar con equipos multifuncionales para priorizar iniciativas de alto impacto que ayuden a proporcionar eficiencia operativa.
• Data Mining to extract insights from ITSM tools including Salesforce, ServiceNow, and Purecloud
• Data Visualization to build reports using Tableau logic and metric definitions
• Presentation Software to craft persuasive, audience-tailored briefings using PowerPoint or Google Slides
• Critical Thinking to embrace a mindset of continuous optimization and constructive problem-solving
• ITIL Framework to align operational processes with established industry best practices
• Communication Skills to convey complex technical data clearly to both technical and non-technical audiences
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
• 5+ years of experience in data analysis or operational optimization
• Bachelor's Degree