Specialist, Operations Support

Job Title:

Specialist, Operations Support

Job Description

The Innovation Business Processes & Systems Analyst acts as the critical strategic and technical bridge between TQ, Operations, Transformation, IT, and external solutions areas. This role is responsible for driving organizational transformation by evaluating existing operational frameworks, modeling optimized future-state processes, and designing technical requirements that leverage automated CNX and trending market platforms. A key component of this role is proactive governance—monitoring KPIs, executing a strict "Stop, Assess, and Implement" intervention strategy when performance deviates from standards, and fostering an ongoing mindset of innovation.

Key Scopes of Action

• Strategic Planning & Requirement Design: Lead deep-dive sessions to elicit, analyze, and document comprehensive business and system requirements for new projects and enhancements.
• Process Mapping & Automation: Conduct deep-analyses of "As-Is" processes and design optimized "To-Be" future states using flow maps. Seamlessly integrate and adapt improved processes into new, automated systems and platforms to eliminate waste and generate efficiencies.
• Performance Intervention ("Stop, Assess, & Implement"): Monitor and identify KPIs falling outside standard framework thresholds. Lead the formal intervention process—starting from a current-state assessment to the implementation of revamped strategies—until metrics return to a controlled, stable delivery status.
• Cross-Functional Liaison: Act as the vital bridge between the Operations team, IT, and external vendors throughout the entire project lifecycle to ensure seamless communication and alignment.
• UAT & Impact Assessment: Design comprehensive test plans and lead User Acceptance Testing (UAT) to guarantee solutions meet operational needs before launch. Quantify the operational benefits, cost savings, and customer impacts of all proposed technology changes.
• Trend Analysis & Root Cause Identification: Analyze performance data to uncover hidden trends, correlations, and root causes behind operational fluctuations (e.g., identifying the variables driving an increase in Average Handle Time / AHT).
• Innovation & Enablement Culture: Drive the execution of continuous improvement programs, such as GEMBA walks and Genius Lab initiatives, to move account innovation KPIs forward. Translate complex system changes into user-friendly documentation to support training material creation.

Location:

CRI San Jose - US Embassy

Language Requirements:

English

Time Type:

Full time