Sr Business Process Analyst

What you get to do in this role:

As Global Cloud Change Manager, you will support our modernization journey by managing change programs that introduce automated and AI capabilities responsibly and effectively. This role ensures smooth transitions to new digital and AI-enabled services that enhance customer experience and operational efficiency.

• Promote and support change management processes at a global level. The Change Management team is a trusted partner in our Global Cloud Service organization.
• Partner and collaborate with internal stakeholders, external partners and customers globally to address process improvement and implement effective and resilient solutions.
• Proactively collaborate with global Senior Management and peer Change Managers to ensure we meet OKRs and company priorities.
• Provide training, coaching and guidance of Change Management process to the Global Change Community of users.
• Participate, influence and lead cross-functional or multiple projects while maintaining the balance of running BAU tasks.
• Play a key role in defining requirements and participating in large-scale/high visibility programs and projects, allowing Global Cloud Services to effectively deliver scalable infrastructure solutions.
• Provide input, document requirements and support the design and delivery of training programs.
• Actively facilitate the creation of documentation and other Knowledge resources, while driving compliance with established Knowledge Management policies, practices and standards
• Good communication is a must. Dealing with business partners around the globe is a very important aspect of this role.
• Strong teamwork, flexibility and interpersonal skills are a must. Strong collaboration and valuing other ideas and contributions. The role will require looking after different environments along with other Change Managers globally.
• Requires attention to detail as the role requires different forms of reporting, pre post-implementation review of changes, inter and intra-team discussions around change implementation and compliance audits.
• Chair the Change Advisory Board (CAB) Standard Change Committee meetings, produce the meeting agenda and distribute meeting minutes to stakeholders.
• Participate in external and internal audits as the subject matter expert for Global Cloud Change Management, demonstrating adequacy and effectiveness of internal change controls.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AIs potential impact on the function or industry.
• Experience working with AI-powered tools (e.g., Copilot, ChatGPT,etc) or implementing AI readiness programs.
• Bachelors degree or the equivalent in education and experience.
• ITIL Foundation Certification or equivalent knowledge of ITIL/ITSM
• 5+ years of professional ITIL Change Management experience; demonstrate in-depth knowledge of ITIL Change Management processes, principles, methods and techniques.
• At least 5 years of experience in managing/supporting enterprise-level software applications.
• Strong business partnership experience is preferred, with a proven track record of successfully driving cross-functional initiatives, enhancements and support issues.
• High energy, self-starter, hungry for learning new technologies and ability to promote transformational and sustainable change.
• Strong facilitation, communication and influencing skills.
• A strong desire for continuous improvement and drive to achieve goals.
• The ability to learn quickly, be curious, open to feedback and be highly adaptable.
• Provide after-hours and weekend on-call support for escalated situations; participate in on-call rotation with other Change Managers in other regions.
• Occasional travel may be required (very rare at this point)

JV20