Job Description
Job-ID29419757Reference26-27896Essential Responsibilities
- Analyze Service Desk interaction, incident, request, workforce, quality, customer satisfaction, service-level, and self-service data to identify trends, recurring issues, demand drivers, and improvement opportunities.
- Develop and maintain dashboards, scorecards, forecasts, and executive-ready reports that translate complex data into clear insights, risks, recommendations, and measurable outcomes.
- Define data requirements, validate source accuracy, reconcile discrepancies, document metric logic, and promote consistent reporting and data-governance practices.
- Lead projects of moderate complexity through intake, scope definition, requirements gathering, planning, execution, testing, implementation, adoption, and post-launch measurement.
- Create and maintain project plans, milestones, risks, issues, dependencies, decisions, status updates, and stakeholder communications; escalate barriers and drive timely resolution.
- Map current-state workflows, identify process gaps and failure points, and design future-state processes that improve resolution time, first-contact resolution, customer satisfaction, security, quality, and cost efficiency.
- Evaluate high-volume and repetitive support activities for automation, self-service, intelligent routing, agent-assist, chatbot, AI, and robotic process automation opportunities.
- Develop automation business cases using volume, effort, cost, risk, customer impact, adoption, and return-on-investment measures; prioritize opportunities with Service Desk leadership and technical partners.
- Write business and functional requirements, user stories, acceptance criteria, test scenarios, and process documentation for automation and Service Desk technology enhancements.
- Coordinate user acceptance testing, defect resolution, implementation readiness, training, communications, and adoption activities for new processes and solutions.
- Monitor automation performance and self-service adoption; identify exceptions, handoffs, control gaps, and unintended impacts, and lead continuous-improvement actions.
- Partner with application, infrastructure, identity, cybersecurity, IT service management, contact-center, data, and vendor teams to improve end-to-end support outcomes.
- Support major initiatives and operational events by providing impact analysis, trend monitoring, status reporting, and after-action insights.
- Create and maintain standard operating procedures, knowledge articles, data dictionaries, project documentation, and training materials.
- Perform other duties and support after-hours implementations or operational needs as assigned.
Minimum Qualifications
- Bachelor’s degree in Information Technology, Data Analytics, Business, Project Management, or a related field, or equivalent relevant experience.
- Three or more years of experience in data analysis, business analysis, project coordination or management, process improvement, automation, or IT operations.
- Experience working with Service Desk, help desk, contact-center, or other high-volume operational data and performance measures.
- Proficiency with spreadsheet-based analysis and data visualization or business-intelligence tools; ability to combine, validate, analyze, and present data from multiple sources.
- Working knowledge of project-management methods and tools, including scope, schedule, risk, issue, dependency, testing, implementation, and stakeholder management.
Preferred Qualifications
- Five or more years of relevant experience in enterprise technology support, service operations, analytics, automation, or project delivery.
- Experience with ServiceNow or a comparable IT service management platform, contact-center technologies, and enterprise reporting environments.
- Hands-on experience with Power BI, Tableau, SQL, Python, Power Automate, robotic process automation, conversational AI, virtual agents, or low-code development platforms.
- Experience developing automation roadmaps, use-case assessments, benefits estimates, adoption measures, and return-on-investment analyses.
- Experience with Agile, Scrum, Waterfall, Lean, Six Sigma, process mapping, or continuous-improvement methods.
- ITIL Foundation, Project Management Professional, Certified Associate in Project Management, Agile, Lean Six Sigma, data analytics, or automation certification.
- Experience supporting a global, 24x7x365 operation or a large, complex enterprise environment.
EEO:
“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”
Job Tags