Role Summary:The operations and process enablement specialist position will play a critical role in the ongoing evolution of our businesses reporting.....
The operations and process enablement specialist position will play a critical role in the ongoing evolution of our businesses reporting processes. Specifically focused on ‘digital transformation’, the primary objective of the role is to support a range of important activities within the Digital Intelligence operations to help ensure great support for our internal stakeholders. In addition, the role will focus on project delivery and pro-active change management.
What you’ll be doing
Team operations / communications
Develop, support and improve internal team processes to maximize efficiency and effectiveness within the team, including:
Monitoring and management of support tickets in the ServiceNow queue in APAC hours and ensuring support tickets are picked up promptly by the team
Main administrator for Curator software (internally known as mi hub), owning report and permission group integration, user training, FAQs, troubleshooting support tickets, software releases and other updates
Managing internal / external Digital Intelligence team website, ServiceNow request form, confluence and DI systems training support documentation
Managing other external and internal support documents (including Tableau access instructions and report catalogue) and setting up / maintenance of Identity Central permissions groups
Project management of process improvement/efficiencies and leading/supporting various Tableau / CXO (internally known as MINT) projects by:
Facilitating all stages of assigned projects from requirements gathering through to post-implementation
Maintaining project documents, schedules, and action plans
Providing ideas and challenges within the project phases
Quickly building strong partnerships and rapport with all stakeholders
Providing regular reporting updates to management and project teams
Leading and supporting change management programmes / initiatives within the team through a structured methodology / process, from early change planning and audience analysis; through to designing and delivering change (e.g. communications, training, support, organization alignment); and tracking and taking actions on change readiness, adoption, and feedback
Managing implementation readiness and managing the early stages of implementation (e.g. pilot).
Develop change management plans for projects and/or change initiatives.
Identify and manage anticipated resistance to change and mitigation tactics.