Service Management Senior Specialist

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