Service Improvement Analyst

About the role

The Service Improvement Analyst – Digital Workplace Services is responsible for identifying, analyzing, prioritizing, and driving service improvement opportunities across the Digital Workplace Services portfolio. This role focuses on enhancing the end-user experience, improving service performance, optimizing operational processes, and increasing adoption of modern workplace technologies.

What you'll do

• Service Improvement & Digital Workplace Optimization
• Lead the development and execution of service improvement initiatives across Digital Workplace Services in partnership with Service Excellence Leads, Service Owners
• Analyze service performance, user experience data, operational metrics, and customer feedback to identify improvement opportunities
• Drive continual improvement programs focused on enhancing employee productivity, service quality, customer satisfaction, and operational efficiency
• Establish improvement roadmaps aligned with Digital Workplace Services strategy and business objectives

What you need

• 3–6 yrs of experience
• Power BI
• Dashboarding
• Business analysis
• Excel
• ITIL
• Six Sigma
• BBA or B.Tech or B.E. or B.Sc or BCA

Good to have

• Intune
• ServiceNow
• Office 365
• SOP writing
• Root cause analysis
• Kaizen