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Operations/Manufacturing/Customer & Technical Service
1900005J Requisition #
Position Purpose: 

The Global Service Process Analyst will develop and standardize globally consistent Service processes that ensure delivery of best in class service to Entrust Datacard’s customers.  Furthermore, the Global Service Process Analyst will be responsible for the implementation and roll-out of such processes to Entrust Datacard colleagues and channel partners throughout the world. The individual will be expected to monitor process performance to ensure execution, identify gaps, and drive continuous improvement globally. 


Process Documentation & Execution                                                                                                             40%

  • Maintain a deep understanding of Entrust Datacard business processes and Oracle applications within Global Service Operations, looked to as process expert
  • Lead the execution and implementation of current and redesigned global processes, working with colleagues and indirect channel partners
  • Ensure consistent documentation of business processes
  • Develop and deliver process training to new and existing users
  • Analyze current business processes and identify opportunities for continuous improvement
  • Monitor compliance to system processes
  • Strategizes with key stakeholders on process redesign and process improvement opportunities
  • Communicate with Global Service colleagues to ensure everyone understands requirements, timelines and roles

Needs Assessment                                                                                                                                         15%

  • Develop project plan for Global Process implementation based on regional needs and timelines
  • Understand and identify current process gaps and recommend solutions
  • Support a team mindset with all project members and business owners to work towards shared goals
  • Partner with technical resources, programmers and Business Intelligence developers to develop workable solutions
  • Understand the customers’ needs from a functional/business perspective

Solution Development                                                                                                                                    30%

  • Evaluate how potential process/system changes will impact customers, end users and overall business processes
  • Identify and escalate process issues in a timely manner when the process deviates from the standard procedure
  • Engage with Service colleagues in all locations to develop and define processes, documentation and training 
  • Define and execute project plans, to include: timelines, rollouts, testing, tracking issues, and other project management responsibilities during implementations

Ongoing Support                                                                                                                                             15%

  • Provide support and training for all system users, through webinars, on-site training, train-the-trainer activities, etc
  • Assist in executing change in the organization through technology and business process redesign
  • Support service organization to successfully deliver quality service to our customers through continuous assessment and calibration of processes.
  • Participate in cross-functional discussions to identify potential process improvement needs
  • Promote benefits of utilizing process & systems
  • Support the business’ key performance indicators through process decision  

Basic Qualifications:

  • BS/BA Degree or Associate’s Degree with previous data warehouse report writing experience
  • Minimum of two (2) years of experience working with writing reports in data warehouse environment Service delivery experience supporting technical products
  • Minimum of 3 years working with Service Modules within Oracle ERP system
  • Service process design and/or implementation experience, in a lead role
  • Demonstrated success leading medium to large scale projects
  • Demonstrated communication and presentation skills, including the ability to clearly communicate both written and verbal
  • Ability to think critically (internal and external to the company) and take a process view to solve problems and make decisions
  • Ability to influence and build relationships across teams and across all levels of the organization
  • Strong customer orientation and commitment to quality
  • Proficient with MS products: Excel, Power Point, Outlook
  • Up to 25% with some international travel expected
  • Must be able to lawfully work within the US and have unrestricted work authorization for US
Preferred Qualifications:
  • Project Management Certification
  • Data warehouse experience with Business Objects or Tableau software
  • Knowledge of project management tools and techniques
  • Experience delivering training and/or training documentation
  • Six Sigma Yellow or Green Belt certification
  • Experience supporting a global client base
About Entrust Datacard

Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.

Join us. Together we’ll create solutions for a more connected, mobile and secure life.

For more information, visit Follow us on Twitter, YouTube and LinkedIn.


Entrust Datacard Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.


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