Service Management Analyst at Kimberly-Clark Corporation in Roswell, Georgia

Job Description:

Service Management Analyst

Job Description

Business Priorities:

Kimberly-Clark’s Global Business Services (GBS) operates across 5 sites with 1000+ employees globally. Business functions/processes within the GBS scope include Record-to-Report, Purchase-to-Pay, Order-to-Cash, Treasury Operations, FP&A Operations COE, Master Data Management, Real Estate and Facilities Management. GBS is focused on developing its business partnership capabilities through expanding service offerings for the business across core and enabling services and enhancing partner experience; with the intent to deliver cost savings to the enterprise by reducing complexity, delivering services more efficiently and effectively, and freeing up capacity to enable business teams to focus on growing our business profitably.

Role Accountabilities:

This role takes work direction from the Sr. Director Service Management, Transformation & Business Partnership and is responsible to support the development and management of the GBS Service Management processes, content, capabilities and governance with specific focus on the GBS business partnership scope. The role works closely with the leaders across GBS including the SM&T team, GBS Extended Leadership Team, Regional Process Leaders, Change & Communication Hub and Operational Excellence Teams.

• Support the development and manage the GBS business partnership service catalogs, partnership collaterals, tools, cadences and repositories. This includes the GBS interactive service heatmap tool




• Support the development and manage the GBS partnership experience (PX) program, reporting and repositories, including but not limited to the PX experience journey mapping, PX surveys (such as Net Promoter Scores, Customer Effort Score etc) and other related metrics.




• Support the development of PX benchmarks, deliver insights on enhancing PX capabilities and collaborate with GBS leaders to identify and track improvement initiatives




• Provide periodic support to onboard/train new GBS leaders and/or 3rd party partner resources including but not limited to standard onboarding collaterals on business partnership and PX capabilities and initiatives




• Recommend and/or support continuous improvement actions to drive higher levels of business partnership or PX capability effectiveness. This includes embracing new technologies, tools, application and know-how.




• Lead or support ad-hoc assignments across the business partnership and PX capabilities.




• Support the development  and management of the GBS Global Service Management processes, content, capabilities and governance for




• GBS business partnership service catalogs, collaterals, tools and repositories




• GBS partnership experience (PX) program, reporting and repositories; including PX experience journey mapping, PX surveys and metrics

Required Knowledge/ Experience:

• A bachelor’s degree in a business-related field




• 3 - 5 years experience in customer experience management and/or customer experience related data/content management




• Strong understanding of GBS organization & strategy, service delivery footprint & models and signature capabilities; including systems and tools.




• Advanced skills in MS-Excel, MS-PowerPoint, SharePoint, PowerBI (preferred)




• Prior experience in managing up to medium-scale project management, continuous improvement or change management initiative is preferred




• Excellent oral and written communications in English

Kimberly-Clark and its well-known global brands are an indispensable part of life for people in more than 175 countries. Every day, 1.3 billion people - nearly a quarter of the world's population - trust K-C brands and the solutions they provide to enhance their health, hygiene, and well-being. With brands such as Kleenex, Scott, Huggies, Pull-Ups, Kotex, and Depend, Kimberly-Clark holds No.1 or No. 2 share positions in more than 80 countries. With more than 140 years of history of innovation, we believe in recruiting the best people and empowering them do their best work.  If fresh thinking and a passion to win inspire you, come Unleash Your Power at Kimberly-Clark. 

For Kimberly-Clark to grow and prosper, we must be an inclusive organization that applies the diverse experiences and passions of its team members to brands that make life better for people all around the world.  We actively seek to build a workforce that reflects the experiences of our consumers.  When you bring your original thinking to Kimberly-Clark, you fuel the continued success of our enterprise. We are a committed equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, citizenship status, or any other characteristic protected by law.

The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

This position may require a post-offer/pre-hire Physical Abilities Test (PAT) to confirm that individuals are able to perform the essential functions of the job.

K-C requires that an employee have authorization to work in the country in which the role is based.  In the event an applicant does not have current work authorization, K-C will determine, in its sole discretion, whether to sponsor an individual for work authorization.  However, based on immigration requirements, not all roles are suitable for sponsorship. This position is subject to drug and alcohol testing, including pre-employment testing.

Global VISA and Relocation Specifications:

K-C will not provide support for relocation of the chosen candidate for this role, if necessary, relocation will be at the candidate’s own expense.

Primary Location

USA-GA-Atlanta-Roswell

Additional Locations

Costa Rica - San Jose, Krakow Office, Kuala Lumpur Office

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time

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