Service Business Analyst

Job Title
Service Business Analyst

Job Description

Service Business Analyst
We are seeking a detail-oriented and strategic Service Business Analyst with strong experience in Business Analytics and Resource Management to join our dynamic team. This role is critical in driving operational efficiency, enhancing service delivery, and ensuring optimal utilization of resources across projects and service lines.

Your role:

• Analyzes complex service operations data, including financial, operational, and customer feedback metrics, to uncover performance tr
• ends, inefficiencies, and areas for improvement, leveraging advanced analytical tools to drive strategic decision-making, and working under limited supervision.
• Interacts with cross-functional teams, including operations, finance, and customer support, to ensure seamless execution of service performance strategies, fostering alignment of objectives and data-sharing to improve service delivery and business efficiency.
• Monitors comprehensive sets of KPIs and advanced analytics to measure service productivity, operational effectiveness, and customer satisfaction, identifying root causes of underperformance and recommending targeted actions for improvement.
• Participates in the development of detailed, data-driven action plans and service improvement strategies based on in-depth analysis of service delivery challenges, leading the design and implementation of initiatives aimed at optimizing performance and scalability.
• Conducts thorough assessments of end-to-end service processes, workflows, and dataflows to identify inefficiencies and opportunities for process optimization, implementing best practices to enhance operational efficiency and customer satisfaction.
• Communicates service performance trends, analytical findings, and proposed improvement strategies to senior leadership and key stakeholders through clear, data-backed reports and presentations to inform decision-making.
• Maintains comprehensive documentation of service analytics processes, improvement initiatives, and operational workflows, ensuring accessibility and regular updates to support ongoing tracking and audit compliance.
• Review service operations data and business processes regularly to ensure adherence to best practices, regulatory compliance, and alignment with long-term service delivery objectives, providing expert recommendations for continuous improvement.
• Ensures compliance with service quality standards and regulatory requirements by identifying potential risks, developing preemptive mitigation strategies, and implementing corrective actions to maintain service integrity.
• Supports large-scale service improvement initiatives by conducting detailed analyses, tracking performance outcomes, and reporting on their success, ensuring alignment with organizational objectives and customer satisfaction goals.
• Escalates complex service performance issues, data discrepancies, or risks to senior management or relevant stakeholders, ensuring swift resolution and minimal disruption to service operations through structured escalation frameworks.
  
  

You're the right fit if:

• Bachelor's / Master's Degree in Maths, Science, Engineering, Business Analytics, Business Administration, or equivalent.
• Minimum 6+ years of experience in areas such as Service Delivery, Business Analytics, or equivalent.
• 5+ years of experience in a Business Analyst or similar role, with a focus on service operations and resource management.
• Your skills include demonstrated leadership and influencing others, in-depth knowledge of complex system sales and operations, and financial and accounting acumen.
• You have excellent communication, problem-solving, and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders.
• You also have strong analytical and problem-solving skills, with the ability to troubleshoot complex operational issues and develop innovative solutions.
  
  

Preferred Skills (Technical/Functional Skills)

• KPI Monitoring and Reporting
• Data Analysis & Interpretation
• Root Cause Analysis (RCA)
• KPI Management
• Business Intelligence Tools
• Advanced Microsoft Excel Techniques
• Continuous Improvement
• Process ImprovementS
• Data Analytics
• Business Acumen
• Documentation & Rep
  
  

How We Work Together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

Onsite roles require full-time presence in the company’s facilities.

Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

Indicate if this role is an office/field/onsite role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
  
  

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.