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IT Business Analyst
hace 2 meses
We are seeking a highly skilled and motivated IT Business Analyst to join our Workforce 360 team at Nestlé Sa. As a key member of our team, you will play a crucial role in maintaining and improving experience management and IT services quality.
Key Responsibilities- Act as a point of contact for the overall Product, Business and IT services
- Assist in maintaining and improving business services and IT services quality
- Connect with product strategy and vision
- Involve in the experience management review
- Act as a key stakeholder/sponsor for CSAT-Customer Satisfaction Analysis, NPS-Net Promoter Score and Continuous improvement activities
- Ensure the global, local and regional Support Model for IT experience management are fully documented
- Leverage Service-based reporting and control points to understand end to end performance for their services
- Ensure all IT experience management global practices have been followed by the IT organization and partners
- Ensure quality of business services and IT services
- Create and manage enhancements to improve our tools
- Create and maintain the quality of our data in case of integrations needed
- Ensure the Service Owners are active and aware of processes
- Couch the market, regional and global service owners to adhere the best practices and support them independently handle the services they own
- Collaboration with the other ITSM modules such as Incident management, Knowledge Management, Problem Management, Release, Plan & Control etc. whenever necessary
- Over 3 years of experience managing IT services in ServiceNow
- Proven ability to ensure high Customer Satisfaction Survey (CSAT) and Net Promoter Score (NPS) rates, fostering a receiver-centric mindset
- Skilled in establishing and maintaining strong relationships with key stakeholders
- Excellent communication skills for translating business requirements into technical tasks and vice versa
- Proficient in presentation skills using PowerBI or other visualization tools
- Strong English communication skills, effectively applied with diverse stakeholders and across various mediums (both face-to-face and remote)
- Time Management: Demonstrated ability to take ownership and successfully deliver results in a fast-paced, dynamic environment
- Effective in both independent and team settings, with the ability to adapt to a rapidly changing business environment
Nestlé Sa is a leading global food and beverage company with a presence in more than 185 countries. We are committed to offering high-quality food and beverage products and services that contribute to the nutrition, health, and well-being of people, pets, and the planet. Our values are based on respect: respect for ourselves, respect for others, respect for diversity, and respect for our future.
We are dedicated to being a leading company in sustainability and achieving net zero greenhouse gas emissions by 2050. We believe our people are our most important asset, and we offer a dynamic inclusive international working environment with many opportunities across different businesses, functions, and geographies.
