Services Business Process Analyst

About the role

The Global Services Portfolio team simplifies and converges service offerings that help customers achieve their outcomes, focusing on customer outcome-based services and integrated plans across the NI platform lifecycle. The Services Business Process Analyst leads the ongoing management and improvement of Services processes from sales and renewals through delivery, support and retirement, with continuous ownership of process performance rather than a project-based role.

Key responsibilities

• Own the process governance framework, including the process inventory, standards, decision rights and review cadence.
• Document and maintain all Services processes, such as process maps, SOPs, work instructions and role definitions.
• Partner with Services leadership and process owners to build and prioritize the process improvement roadmap.
• Define the end-to-end process architecture, including roles, handoffs, controls and system requirements.
• Drive improvements to sales, renewal and delivery processes across all channels.
• Set lifecycle management standards from launch to retirement, including feedback loops and end-of-life execution.
• Liaise with IT, translating business needs into system and infrastructure requirements.
• Lead root-cause analysis of complex issues and define process performance measures reported to leadership.
• Lead change management and adoption through training, communications and coaching, and develop Subject Matter Experts within the organization.

Required profile

• Bachelor's degree in Business, Engineering, Operations, Information Systems or a related field, or equivalent practical experience.
• 7+ years of experience in business process management, operational excellence, business analysis, service operations or continuous improvement.
• Demonstrated experience mapping and improving end-to-end processes across functions and systems, and partnering with IT on process and system changes.
• Preferred: Lean Six Sigma, BPM or other continuous improvement certification; experience with services sales, renewals, delivery operations, service lifecycle management or customer support; experience developing SOPs, work instructions, controls and process measures; familiarity with CRM or ERP environments, digital customer journeys and workflow tools; preferred experience with omnichannel process design.

Required skills

• Strong facilitation, documentation, problem-solving and change adoption skills.
• English with effective oral and written communication.

What we offer

• Competitive benefits plans and a variety of medical insurance options.
• Employee Assistance Program and employee resource groups.
• Flexible time off plans, vacation and holiday leave.