Business Excellence Analyst - Bangalore - Unisys
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JOB DESCRIPTION Role: Business Excellence Analyst 2 Dept: Service Delivery Analytics Role Purpose: To ensure Service Excellence and Customer Satisfaction are driven across all the Units through core concepts of Analytics, Lean and Six Sigma and IT Knowledge. Few of the programs we drive revolve around. 1. Resolution Optimization.
2. End User Experience Management. 3. Quality Control.
Key Responsibilities/Outcomes: * Gather and analyze service performance data. * Assist in developing gap analysis detailing existing verses future ITIL processes * Perform Trend Analysis * Prepare reports and presentation materials for existing services and communicate findings to internal Stakeholders and Clients. * Assists with analysis of existing methods to promote effective operations through standardization, improvement and simplification * Assists in the coordination of business process changes Key Qualifications: * Prefer a Graduate. * Experience & knowledge with ITIL Framework & Six sigma concepts.
- Min 4 years in Service Industry with experience driving quality in at least one of areas from the following functions - IT (Service Desk, Service Delivery Teams, Enterprise computing) * Complete understanding and application of IT Infrastructure support and industry best practices. Core Competencies: * Excellent Data Analytical skills. * Effective Customer Communication - Verbal and Written. * Must have excellent attention to detail.
- Advance Knowledge in MS Excel. * ITIL Foundation certified. * Additional knowledge on MS SQL , MS Access, Minitab and any other Analytical tools would be beneficial. * Previous experience with any business intelligence tool is desirable (Cognos, crystal reports/business objects).
- Technical certifications (A+, MCP), advanced technical certifications would be beneficial. * An inclination to be innovative & resourceful with the ability to seek alternatives & make decisions quickly. * Good Knowledge of CRM tools, call centre Metrics. * Good interpersonal and Presentation Skills.