Process Owner - Jira Workflow Ticketing - #233666

We’re the world’s leading data, insights, and consulting company; we shape the brands of tomorrow by better understanding people everywhere.

Worldpanel provides brands and retailers with a unique, 360-degree understanding of consumer behaviour across the globe. We are shopper-centric, continuously monitoring the purchase and usage behaviour through the largest omnipanel in the world. With unparalleled datasets, pioneering technology and expert analysts, we partner with brands and retailers of all sizes, empowering them to reimagine what’s possible, and change the landscape to create a better, healthier, more sustainable and inclusive world.

Job Details

Kantar’s Worldpanel division is searching for a collaborative and knowledgeable Operations Service Process Owner to lead the standardisation of operational service performance management through the introduction of Jira workflow ticketing. The introduction of Jira workflow ticketing as a globally supported solution will deliver optimised service provision and improve client experience through increased effectiveness and reduced risks. This is an opportunity to be part of the company’s exciting vision for the future!

Role Overview

• Customer requirements: You will be tasked to define the scope of the Jira workflow ticketing process. Accountable for gathering and documenting business requirements, defining the activities, workflows, controls, and procedures needed to achieve agreed objectives.
• Communication plan: Be a role model to the whole business in adopting Jira workflow ticketing. Engaging and guiding the ‘champions’ group of advanced users and ensure their effective use as leaders of our transformation within Operations and Client Service.
• Training: Become an experienced user of the Jira workflow ticketing platform, able to offer advice and guidance in both structured and informal ways. Build training materials for the initial mass training for both Operations and Client Service teams which can also be used by later joiners.
• Lead Operations service delivery performance management, building strong relationships across Client Service and Operations teams, supporting Operational teams in resolving issues to deliver against our client needs.
• Service level management: Set clear Client Service based targets for Operations service levels and provide end-to-end visibility of the service performance. Lead Operations’ disaster recovery planning by designing a Jira workflow ticketing solution which leverages multi-country queues for ticket resolution.
• Stakeholder management: Establish and nurture the links between the organisation and its partners at strategic and tactical levels. . Manage key collaborators to gain their trust and agreement. Facilitate, consult, influence and resolve conflicts.
• Change management: Bring experience to lead multi-disciplinary virtual teams to question business processes and build up a pool of improvement opportunities which improve quality, increase efficiency, reduce costs, or raise client satisfaction.
  
  

Key Outcomes

Deliver And Support

Ensure that services are delivered and supported according to agreed specifications and team members’ expectations. Define key performance indicators (critical metrics), monitor deliverables, and ensure the timely completion of projects within the Jira workflow ticketing scope.

Design And Transition

Lead requirements gathering and definition to improve the service. Write clear and detailed user stories and acceptance criteria and communicate these to partners.

Engage

Provide a good understanding of stakeholder needs, continual engagement with all partners, transparency, and good relationships with all team members.

Improve

Build reports to track Operational service performance and help implement change to improve efficiency within the organisation. Identify problems, propose appropriate solutions, and optimally communicate them to cross-functional teams and major partners.

Requirements

• Proven experience in a quantitative/data-centric role(s) with Understanding of Jira automation and integration, including Power Queries and PowerBI, essential.
• Full business proficiency in English (B2 Level Minimum).
• Proficient in the use of Microsoft Office, including Project, Visio, Word, Excel, Outlook, PowerPoint and PowerBI essential.Understanding of Jira automation and integration, including Power Queries and PowerBI, essential.
• Excellent planning, organisational, and time management skills essential. Ability to prepare and deliver presentations and performance measurement reports, benefit and KPI tracking and reporting essential.
• Customer experience measurement (NPS), process review through the customer lens, designing and mapping customer journeys preferred. Roadmap planning and business case development experience preferred.
• Target operating model design and resource planning experience preferred.
• Experience in sharing efficient ways of working and identifying and implementing improved processes and efficiencies through lean methodology preferred.
• Experience in delivery of knowledge management and training to ensure business readiness during change, including documenting processes, preferred.
  
  

Reasonable Adjustments

Kantar is committed to offering equal opportunities to all individuals including during the recruitment process. If you require any reasonable adjustments or assistance, please advise us in advance of your interview so that we can make the necessary arrangements.

Country

Portugal

Why join Kantar?

We shape the brands of tomorrow by better understanding people everywhere. By understanding people, we can understand what drives their decisions, actions, and aspirations on a global scale. And by amplifying our in-depth expertise of human understanding alongside ground-breaking technology, we can help brands find concrete insights that will help them succeed in our fast-paced, ever shifting world.

And because we know people, we like to make sure our own people are being looked after as well. Equality of opportunity for everyone is our highest priority and we support our colleagues to work in a way that supports their health and wellbeing. While we encourage teams to spend part of their working week in the office, we understand no one size fits all; our approach is flexible to ensure everybody feels included, accepted, and that we can win together. We’re dedicated to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, and we encourage applications from all backgrounds and sections of society. Even if you feel like you’re not an exact match, we’d love to receive your application and talk to you about this job or others at Kantar.