Senior Process Governance Analyst - Customer Care

Work Schedule

Second Shift (Afternoons)

Environmental Conditions

Office

Job Description

The Sr. Analyst, GBS Global Process – Customer Care is responsible for driving strong process governance, audit readiness, and continuous improvement across supported business groups. This role partners closely with GBS Operations Leaders, Process Experts, and cross-functional teams to maintain process integrity, strengthen operational excellence initiatives, and ensure robust process documentation and performance metrics. A key component of the role is building, enhancing, and maintaining Smartsheet solutions, which serve as essential tools for process governance, reporting, and operational efficiency. The Sr. Analyst also leads small-scale migration projects and supports broader digital enablement efforts across Customer Care and affiliated operations.

Key Responsibilities:

Smartsheet Development & Governance

• Develop, enhance, and maintain Smartsheet tools, dashboards, reports, and automated workflows supporting operational and process governance needs.
• Serve as the subject matter expert for Process Governance Tools hosted in Smartsheet
• Maintain Smartsheet repositories with strong data accuracy, version control, and adherence to governance standards.
• Identify and implement automation, workflow improvements, and process standardization opportunities through Smartsheet and complementary digital platforms.

Performance Measurement & Reporting

• Maintain the Business Group KPI Library to ensure accuracy and completeness of performance metrics.
• Support development and refinement of KPIs and SLAs for operational teams.
• Lead setup and revision of performance dashboards for business leaders.
• Monitor process performance and provide actionable insights to stakeholders.

Process Documentation & Repository Management

• Oversee creation, updating, and maintenance of process documentation for supported business groups.
• Maintain critical process and data repositories to ensure documentation accuracy, accessibility, and compliance.
• Ensure alignment between operational practices, documented processes, and governance requirements.

Continuous Improvement & Operational Excellence

• Partner with operations teams to support productivity and efficiency improvement initiatives.
• Facilitate business-specific continuous improvement and automation projects.
• Lead small-scale process migration projects from planning to execution.
• Support digital enablement initiatives in collaboration with technical and operational teams.
• Contribute to process transformation and performance improvement initiatives across Customer Care.

Process Governance & Audit Management

• Facilitate internal process audits for supported business groups.
• Serve as the primary point of contact for GBS Operations Leaders on Global Process Owner (GPO) support needs.
• Support audit preparation and ensure timely remediation of compliance findings.
• Provide final sign-off on process changes impacting Customer Care operations.
• Maintain the Business Group Audit Schedule Repository.

Minimum Requirements / Qualifications

• 5+ years of experience in a shared services environment or in a consulting capacity.
• Bachelor’s degree in Business, Operations Management, Industrial Engineering, or related field.
• Demonstrated expertise in Smartsheet solution development, including automations, formulas, workflows, dashboards, and reporting (non-negotiable).
• Experience in process management, operational excellence, or business operations.
• Strong understanding of process mapping, audit requirements, and KPI/SLA frameworks.
• Project leadership experience with cross-functional teams.
• Lean, Six Sigma, or related certification is an advantage.