Analyst, GBS Support Center

POSITION SUMMARY STATEMENT:

The GBS Support Center Analyst will manage a customer-focused Help Desk that offers top-quality front-line support to employees related to GBS Finance and Human Resources functions. This position will be responsible for handling phone calls as well as managing inquiries received via case management systems.

POSITION RESPONSIBILITIES AND EXPECTATIONS:

•  Deliver high service level quality according to KPIs and SLAs defined in the Service Partnership Agreements and all relevant productivity targets.
•  Resolve all day-to-day issues and inquiries raised by employees, internal and external parties.
•  Use the ServiceNow case management system to manage and close cases according to instructions and guidelines.
•  Ensure compliance with help desk and case management policies.
•  Perform all help desk and case management service support activities.
•  Review queries for all relevant process areas (supplier management, invoice issues, etc.).
•  Monitor existing ticket queues, resolve and send resolutions to requestors where possible; escalate tickets and inform users on lead times according to set guidelines.
•  Identify potential problems and/or delays in resolution and notify internal/external customers or employees.
•  Escalate cases for exception handling as appropriate/defined.
•  Establish, manage, and grow relationships with both internal and external customers.
•  Provide input to the continuous process improvement team; ensure that all process controls are operational, actively identify control gaps, and recommend possible solutions.
•  Ensure compliance with GBS standard processes.
•  Deliver input and insights regarding necessary updates to the Knowledge Database.

Communication:

•  Excellent English language skills, both written and verbal, are a prerequisite.

Innovation:

•  Process improvement skills.
•  Able to perform root-cause analysis and suggest solutions.

POSITION REQUIREMENTS

EDUCATION:

Bachelor’s or Associate Degree in Business Administration, Accounting, Human Resources, or another business-related field.

EXPERIENCE:

Required
•  2–5 years of experience in a help desk environment.
•  At least 2 years of experience in a service-oriented industry.
•  Solid user of Microsoft Office applications.

Preferred
•  Experience in Finance and HR processes.
•  Experience with Oracle and ServiceNow Case Management.

ESSENTIAL SOFT SKILLS:

•  Strong focus on providing the highest level of customer service to both internal and external customers.
•  Empathetic, confident, self-motivated, and enthusiastic.
•  Accepting and adapting to cultural differences.
•  Task and time management skills.
•  Ability to interact courteously with customers and ensure interactions provide a high quality of service.
•  Ability to analyze customer needs through soliciting, evaluating, and acting upon customer feedback.
•  Ability to coordinate with other internal departments to deliver a seamless service to customers.

ADDITIONAL EXPERIENCE:

•  Additional language is a plus (Polish, Spanish, Malay).

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