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Analyst, Service Management Office

Company: T-Mobile
Location: Overland Park
Posted on: June 1, 2024

Job Description:

Be unstoppable with us!T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won't stop!T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond.

Reporting to the Manager, Service Management Office (SMO), the Analyst will assist with evaluating and improving the performance of the Magenta Shared Services; identifying key metrics to track, evaluate service effectiveness, recommend process improvements, and other business measures to provide management with performance data to aid in decision making. This role will work with the Source to Pay (STP) and Order to Cash (OTC) teams to assist with the implementation of new areas within the Finance, Procurement & Supply Chain (FP&SC) Magenta Services group and assist with process improvement to achieve industry best practices.

This position will:
* Function as a team member of the Service Management Office (SMO) and will be tasked with evaluating and improving the performance of the Magenta Shared Services.
* Monitor and support real-time operations, metrics, and scheduling for the Magenta Services Center (MSC); track performance on existing services/processes and make recommendations to improve performance.
* Monitor performance of the MSC against internal and external benchmarks and analyzing performance data to identify trends, areas of underperformance, and opportunities for process improvement; track cost per transaction, operating profit and productivity measures for the MSC.
* Investigate business data for trends and patterns, apply statistical models and techniques, and formulate insights, KPIs, and other business critical measures to inform strategy and decision making.
* Conduct root cause analysis, including the creation/implementation of process plans and support strategies; support process reviews and improvement initiatives to drive improvement for customers.
* Execute data analysis to formulate insights and other business measures to inform decision making for leadership. This role also provides STP and OTC support.
* Assist in the resolution of issues encountered by the business/partners (internal) related to tools and applications. Communicates' system issues with stakeholders. Work closely with stakeholders to understand their requirements and ensure shared services are meeting these needs effectively.
* Work closely with stakeholders to understand their requirements and ensure shared services are meeting these needs effectively; including performing system testing when there is a project that dictates a system change to ensure effective operation/ integration.

This role supports the Manager, Service Management Office to identify key metrics to track, evaluate service effectiveness, recommend process improvements and provide management with performance data to aid in decision making.

This position works closely with internal and external partners and must be comfortable championing ideas and processes to a diverse audience.

This position requires advanced analysis, planning, establishment of requirements, development of procedures, business case development and cost justification for changes in a designated business area, as well as the ability to take direction on business issues, evaluate the necessary deliverables needed to address the business issue, implement any necessary changes, and accurately evaluate the impact on other areas.Job Responsibilities:

  • Research, develop, and implement sustainable and repeatable procedures. Develop comprehensive scorecard to track performance on existing services/processes. Develop robust dashboard and reporting. Track cost per transaction, operating profit and productivity measures for the MSC.
  • Identify gaps and re-engineer process inefficiencies relative to current procedures. Monitor performance of the MSC against internal and external benchmarks and analyze performance data to identify trends, areas of underperformance, and opportunities for process improvement.
  • Support cross-functional partners to problem solve and implement solutions. Assist in the resolution of issues encountered by the business/partners (internal) related to tools and applications. Communicates' system issues with stakeholders. ---
  • Develop subject matter expertise for multi-faceted problems and deliver simplified solutions. Support process reviews and improvement initiatives to drive improvement for customers.
  • Foster relationships with key cross-functional partners and internal stakeholders; establish strong partnerships to obtain desired results.
  • Assignments are generally highly complex in nature and will be in support of one or more of the FP&SC value streams.
  • Provides team consulting support on complex tasks and assist in the resolution of issues encountered by the business/partners (internal) related to tools and applications. Communicates' system issues with stakeholders.
  • Also responsible for other Duties/Projects as assigned by business management as needed including performing system testing when there is a project that dictates a system change to ensure effective operation/ integration.Education:
    • Associate's Degree in Business, Accounting, Corporate Finance, Computer Science, Information Systems (Required)Work Experience:
      • 2-4 years working experience in process improvement, gap analysis, requirements gathering or other related experience, interpreting data flow and system architecture diagrams. (Required)
      • 2-4 years experience in a Business Analysis, Reporting Analysis, Performance Management, or similar role. (Required)Knowledge, Skills and Abilities:
        • Microsoft Excel (Required)
        • Microsoft PowerPoint (Required)
        • Customer Service (Required)
        • Process Improvement (Required)
        • Wireless (Preferred)
        • Financial Systems & Analysis (Required)
        • Project/Program Management (Required)
        • Problem Solving (Required)
        • Communications (Preferred)#LI-Corporate#LI-Hybrid* At least 18 years of age* Legally authorized to work in the United StatesAt T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering---medical, dental and vision insurance, a flexible spending account, 401(k), employee stock---grants, employee stock purchase---plan, paid time off and up to paid 12 holidays - which total about 4 weeks for new full-time employees and about---2.5 weeks for new part-time---employees annually - paid parental and family leave,---family building benefits, back-up care, enhanced family support, childcare subsidy,---tuition---assistance, college coaching, short and long term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there- eligible employees can receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits,---check out---.--- Never stop growing!T-Mobile doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward.T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.

Keywords: T-Mobile, Overland Park , Analyst, Service Management Office, IT / Software / Systems , Overland Park, Kansas

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