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Our vision is to enable profitable growth to Aramark’s Accounts by enabling them with services that meet their needs as effectively and then efficiently as possible. To achieve this vision, Aramark will re-think service to its line of business accounts from the lens of their account operators. We are seeking a Process Analyst – Service Experience & Improvement professional who will play a critical role in understanding, documenting, measuring, analyzing and improving how IT services are delivered across the enterprise. This role strengthens our ServiceFirst! mission by mapping services at depth, analyzing process performance, identifying opportunities for simplification and automation, and ensuring IT services are effective, efficient, and easy for operators to use. Reporting to the leader of Aramark Enterprise Shared Services and accountable to the Business Unit Sector CIO’s, and International Stakeholders, this role will work closely with the respective line of business Technology service managers and resources.
Job Responsibility:
Service Mapping: Map and evaluate IT services to determine whether they meet customer and operator needs
Document service touchpoints and analyze service delivery performance
Partner with Service Owners to understand how to analyze the detailed process maps to improve the overall effectiveness and efficiency of the process
Service Performance & Analysis: Track service KPIs and identify performance trends
Highlight improvement areas based on data insights
Support structured rootcause analysis using a “No Problem Twice” approach
Process Documentation & Optimization: Document currentstate workflows, service steps, and crossteam handoffs
Build process maps using ITSM tools such as ServiceNow
Identify inefficiencies and recommend opportunities for improvement or automation
Driving Business Effective Technology Services: Ensure that our technology services meet customer needs, minimize negative business impact, and deliver on account needs
Ensuring the desired service performance is sustainable and continuously improving
Promoting transparency of the services to businesses and the respective service providers
Driving Efficiency: Leveraging the principles of lean 6 sigma, the leader will ensure services are as efficient as possible to meet the necessary level of service effectiveness
Promoting Year-Over-Year Productivity
UserCentered Service Design Support: Assist in developing personas, journey maps, and service blueprints
Gather and interpret user feedback to inform redesign decisions
ServiceFirst Enablement: Support teams applying Lean, HumanCentered Design (HCD), Agile, and ITSM practices
Help maintain standard workflows, SLAs, KPIs, and other operational artifacts
Reporting & Communication: Produce dashboards, KPI summaries, and service improvement reporting
Communicate insights and recommendations clearly across technical and business teams
Requirements:
A minimum of 5 years of service transformational experience within multi-billion revenue organizations
Experience high influence models leading teams/groups of more than 300 professionals and managing operations in a distributed organization
Experience with IT Service management (ITSM) and Lean 6 Sigma
A bachelor’s degree in technology (computer science/engineering), business administration or a related field is required. An advanced degree is highly desirable
Strong business acumen and executive presence
Quickly build a track record of thinking beyond the technical function to the broader, big-picture strategic needs of the company
Sponsor continuous improvement programs, recognizing opportunities to simplify organizational processes and create efficiencies
Ensure current and future organizational talent needs are met by leading in recruiting, hiring, developing, coaching, and mentoring others
Leverage outstanding interpersonal skills to build effective relationships with internal and external stakeholders