Service Delivery Ops Senior Analyst

We are looking for a Process Specialist with expertise in Employee and Organizational Data Management to analyze and solve complex operational issues, manage service delivery in alignment with SLAs, and ensure documentation and process accuracy. The ideal candidate should be able to lead by example, demonstrate strong customer service, and provide subject matter expertise to support and mentor the team.

Roles and Responsibilities:

• Analyze and solve increasingly complex operational and process-related problems
• Interact with internal peers and occasionally with clients or management to drive issue resolution
• Make decisions that affect individual and team performance
• Ensure all service delivery targets and outcomes are met as per Service Level Agreements (SLAs)
• Demonstrate and promote strong customer service standards
• Raise and address quality and scope issues to streamline decisions and service efficiency
• Manage service escalations and perform root cause analysis with corrective/preventive actions
• Create logical plans with realistic estimates and timelines for task completion
• Maintain thorough documentation of progress, issues, and resolutions
• Foster strong relationships with internal/external clients and business partners
• Ensure Business Continuity and Disaster Recovery plans are current and tested periodically
• Act as a subject matter expert in Employee and Organizational Data Management processes (e.g., hiring, exits, job changes)
• Acquire deep process knowledge and lead knowledge transfer efforts
• Read, analyze, and interpret client processes according to business rules
• Demonstrate process expertise within the first four months and assist in team issue resolution
• Communicate and train the team on any updates or changes to processes
• Maintain updated and validated documentation and work instructions to ensure compliance