Work Your Magic with us! 

 

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That`s why we are always looking for curious minds that see themselves imagining the unimageable with us.

Your role:

The Service Management & Analytics Expert will play a crucial role in facilitating effective communication and enabling GES Delivery and Functional Solutions teams on our Contact Channels (Service4You) metrics. 

This role will be responsible for organizing and moderating alignment calls, ensuring that all stakeholders are informed and engaged via multiple communication channels. 

The ideal candidate will also be responsible for defining, tracking, and optimizing key performance indicators across various business functions. This role ensures that KPIs align with organizational goals and provide actionable insights to drive performance improvement and decision-making and prioritize channel usage. 

 

Key Responsibilities:

Communication and Enablement:Organize and moderate alignment meeting between the Service4You team and stakeholders to ensure smooth and effective communication.Maintain consistent communication through multiple channels, ensuring stakeholders remain informed and aligned.Key Performance Indicator (KPI) Monitoring & Analysis:Develop and continuously monitor KPIs to ensure they reflect current business performance and client satisfaction.Collect data, analyze trends, identify potential issues, and recommend corrective actions and insights for decision-making when KPIs are off-target. Suggest adjustments or new KPIs to align with evolving business needs and strategic objectives.Generate reports and presentations to share insights with stakeholders as needed

 

Service Standards Maintenance:Ensure consistent application and maintenance of Service Standards across the Global Enterprise Services (GES) organization.Collaborate with cross-functional teams to ensure adherence to Service Standards best practices, share insights and influence strategies for enhancing client centricity and service delivery.Stakeholder Engagement and Support:Act as a point of contact for stakeholders regarding Service4you-related queries, issues, and updates.Provide proactive support and advice to the Delivery team, ensuring that they are equipped to meet their goals and deliverables.Continuous Improvement:Continuously assess communication processes, delivery alignment, and Contact Channels (Service4You) usage to recommend improvements that enhance overall service delivery and efficiency.

 

Who you are

Bachelor’s degree in Business Administration, Communications, Data Analytics or related fields3-5 years of work experience in communication, presentation development, and stakeholder engagement3-5 years of work experience in different roles with data analysis and reporting, with a focus on customer and service analyticsExcellent communication skills (written and spoken) in English languageHands-on experience with ServiceNow and other analytical toolsProven experience in service delivery environments or GBS industry.Strong communication and interpersonal skills, capable of engaging and influencing diverse stakeholders.Proficient in collaboration tools (e.g., Microsoft Teams, SharePoint, Viva Engage).Self- organized, structured and with attention to details.Ability to work independently and as part of a team in a fast-paced environment.

 

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of our diverse team!