Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec's revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com
At Convatec, we're transforming our business for the better. Better products. Better ways of working. And better ways of delivering for our customers and each other. We're aiming for nothing short of excellence. Join us on our journey to #ForeverCaring as a Service Management Senior Analyst you'll do the same.
The Role:
As our Service Management Senior Analyst, you will support the operations for Global Business Services – Human Resources, monitoring, measuring, analyzing, and continuously improving the processes and procedures for every aspect of our shared service center. This role will partner with the different COEs, and the regional support center leaders to monitor and alert of our performance.
Responsibilities:
Metrics – Maintain global support metrics and measures dashboards to monitor performance, adherence to SLAs and identify areas of improvement.
Knowledge Management – Support the knowledge management lifecycle strategy, monitoring and ensuring all knowledge is accurate, and added in a timely manner by partnering with knowledge owners and authors.
Maintain BAU activities in the ServiceNow platform, such as assign HR user roles, maintain user groups, and other activities, as needed, while tracking changes to tools and processes i.e., MyServices workflows.
Training Management: maintain training content and tracking of GBS Induction and Operational License training.
Continuous Process Improvement – Uses data from all Service Management activities and partners with CI to identify performance strengths, weaknesses, correlations, and trends that reveal opportunities for improvement in terms of technology, procedures and policies. Through data driven decision-making, identifies opportunities to continually enhance service delivery and align processes to current and future business needs, managing projects and supporting the partnership with Change/Communications to drive adoption of improvements.
Surveys – maintains Support Center surveys to ensure customer satisfaction is high and employee experience is positive. Analyze results of surveys to determine areas of improvement.
Service Level Agreements - maintain SLAs for the global support centers.
Capacity Management – facilitates capture of future demand of services based on past volumes and projected volumes due to business development, making recommendations to the GBS Tower Leads on resourcing, work balancing and future capacity considerations.
About you:
Undergraduate Degree and Professional Human Resources or HR Support Services experience.
Proficiency in metrics and support SLAs.
Shared Services Service Management experience (preferred).
Strong analytical skills, with excellent verbal and written ability.
Proficiency with related software tools including, but not limited to, HRIS Systems, SharePoint.
Microsoft Office, Excel, Ticket Management.
Bound by ethical and professional HR Standards.
Professional HR Certification preferred.
Working conditions - Hybrid work
Our transformation will change your career. For good. You'll be pushed to think bigger and aim for excellence. Your ideas will be heard, and you'll be supported to bring them to life. There'll be challenges. But, stretch yourself and embrace the opportunities, and you could make your biggest impact yet. This is stepping outside of your comfort zone. This is work that'll move you.
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Equal opportunities
Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.
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