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The Principal Global Process Specialist is a highly skilled subject matter expert, responsible for streamlining, optimizing and transforming processes to drive efficiency and excellence in Global Business Services (GBS). The role defines, develops, documents and tests the Op2O end-to-end processes to support the business, enhance customer experience and achieve business objectives.
Job Responsibility
Lead projects to simplify, standardise and improve processes
Conduct As-Is analysis to identify process gaps
Partner with stakeholders to gather and translate business requirements
Assist with identification of business process improvements through data analysis
Identify cross-regional synergies and improvements
Prepare detailed process diagrams and documentation
Engage with stakeholders and facilitate sessions
Assist with implementation of projects related to business process improvement
Support maintenance of process documentation
Review documentation periodically with GPOs and GBS service providers
Perform any other related tasks as required
Requirements
Strong communication and interpersonal skills
Strong analytical skills
Broad knowledge of process mapping and Signavio
Requirements gathering and analysis techniques
Ability to work independently
Knowledge of sales tools (Salesforce - CRM, CPQ – Quoting) and data integration concepts
Strong ability to learn and adapt
Seasoned knowledge of business process improvement methodologies such as Lean, Six Sigma, or Business Process Reengineering
Broad knowledge of the Op2O process (Sales, Quoting and Order Management)
Problem-solving mindset
Attention to detail
Proven track record of delivering improvement initiatives
Project management fundamentals
Excellent ability to work with cross-functional teams
Problem-solving skills
Extended experience driving process improvement within the IT services industry
Extended demonstrated experience in a GBS or process-centric environment
Extended experience in process governance, business process management
Nice to have
Bachelor's degree in Business or related field
Project Management certification
Lean/Six Sigma qualification or CIPS accreditation