Service Management Analyst

Service Management Analyst
At Essity we are now looking for a Service Management Analyst to be part of the Global Business Services (GBS). GBS is the internal service provider to the entire Essity, delivering services like Finance, Human Resources, IT support, Facility management and Master Data, and is part of a bigger organization – Global Operational Services (GOPS). Our employees, spread across more than 35 countries and 1000+ employees, delivering both professional and transactional services every day to all our internal customers within Essity.  
About the Role
This role will be part of GBS Service Excellence organization providing digital, process and service management service cross GBS and GOPS. In this “Service management” role you will steer, implement and coordinate the overall operation of services management across the organizational unit and other functions, using the tools and automation controlled by Service Excellence. You will proactively assist in the development of the service portfolio, to ensure efficiency and greatest value for Essity service lines and employees. Furthermore, you will provide support to Essity stakeholders using the Service Management platform and framework that you will be accountable for. In this role you will be responsible to design and maintain an attractive user interaction in the used systems, to drive increase of self service and support the ability to further automate case resolution. Also, the role will be managing relevant Service KPIs and dashboards to allow continuous quality tracking and service improvements.
We’re looking for people who embody our values, aren’t afraid to challenge, innovate, experiment, and move at a fast pace.  
If this is you, we’d love to talk.
What you will do 
·      Develop, Implement and Improve Service Management, concept and strategy framework for GBS / GOPS, within GBS Center of Excellence.
·      Utilize frameworks like ITIL, LEAN, Kaizen and other industry best practices, especially focus on standardization, improving efficiency and reducing waste.
·      Deploy continuous improvements for services areas (Finance, HR, IT support etc) including incident & problem management process and workflows and ensures adherence to them.
·      Establish, run and own the Key Performance Indicators (KPI) & metrics dashboards and framework for GOPS.
·      Partner with IT to develop the Service portal focusing on user experience for our stakeholders (Voice of Customer), and usability for the resolving (GOPS) teams.
·      Together with the services areas (Finance, HR etc) and service desks to identify process and automation opportunity, especially within the service portal.
·      Partner with GBS / GOPS Service areas & Service Desks to drive the improvement and usage of the Service portal including Knowledge articles, service offering, measures etc.
·      Develop and track GBS Road map vs. OGSM (Objective, Goal, Strategy & Measures), and support the service areas to analyzes and reviews actual service performance.
·      Develop concept for monthly, weekly & daily review / standups meetings KPI dashboards with GBS LT and the service areas.
·      Be the Center of Excellence for project management and Master plans within GBS.
·      Drive and support capability development for GBS / GOPS as well as educate the GOPS organization what the value of Service management is. 
Who you are 
·      Background in Service management, ideally with a Bachelor or M. Sc. Degree in IT or Business administration.
·      Ideal 5+ years’ experience in leading Service management activities and/or Service desks analyst role with focus on Service management
·      Excellent knowledge in Service management like Service portals, frameworks like ITIL & COBIT, KPI’s, Continuous improvement etc.
·      Excellent knowledge in analytics (Power BI and Excel)
·      Influencing skills at all levels and capability to understand business and cultural differences
·      Strong analytical skills
·      Customer and Stakeholder insights to deliver business value adding results
·      Able to prioritize between multiple tasks and keep focus on priorities
·      Persistent to target measures to keep GBS focus and drive value creation
·      Excellent skills in speaking and writing English
·      Excellent communication skills
We also believe the right candidate has ability to decompose high level objectives into structured measures for GBS and GOPS. This person will effectively coach and develop people in matrix organization in service management and possesses the ability of creating clarity and support for projects. Furthermore, we see that this person can manage high level of complexity and multiple stakeholders whilst managing and driving change in a global organization.
Furthermore, we see that you are curious about technology and innovation and have proven ability to take responsibility for daily customer interaction and delivery. It is an advantage if you have experience in working in virtual teams.
Additional information
We have 2 positions to fill for this role. You will work in a newly formed team within GBS Service Excellence and can be based in any of our larger sites. However, we see that both positions are preferably based in the same site, either Gothenburg or Ismaning – being our largest hubs. Since your stakeholders will be around the world, some travel will sometimes be required, but most of the time we connect via virtual meetings.
Please provide your application in English and send it to us through our website at your earliest convenience but not later than 2020-04-12
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