Job Description:

BDS Product Senior Analyst is responsible for Royal Canin Order2Cash applications support in European region. This role will always search for better and quicker delivery value back to our customers. This role will be part of the Global Applications Service Delivery team based in various hub sites.

What are we looking for?

• Proven Service Management experience in complex environments/complex applications.

• Experience in managing diverse stakeholder communities.

• Vendor Management experience.

• Good communications skills.

• Continuous improvements mindset.

• Good learning agility.

• Proficiency in English, both written and spoken.

What will be your key responsibilities?

Vendor Service Management

Accountable for service performance in region of accountability:

1. Establish reporting and governance in the area of accountability.

2. Run regular service reviews to check the service health, define and implement improvement actions when required.

3. Participate in and provide inputs for Regional/Global service reviews.

4. Manage vendor documents and invoices related to the service.

5. Build and develop relations with Vendor Service Managers and other service team members.

6. Serve as an escalation point if vendor escalation path appears not to be enough.

7. Make sure partner employees have all the accounts/accesses needed to perform their job.

CSI, Innovation, Customer Experience

Initiate and drive ideas for service improvement, better customer experience, automation, etc.

1. Analyse the tickets to uncover trends, gaps, automation opportunities.

2. Perform customer experience studies to get feedback and initiate improvements.

3. Get regular feedback from Service Managers and other teams leads and drive service improvement initiatives.

Stakeholder Relations Management

Manage relations with regional and function stakeholders relevant to the service area.

1. Engage different stakeholder communities in Service Review and other service-related meetings, where their attendance is vital. Make sure the agenda of those meetings is mutually relevant.

2. Establish the business knowledge of the markets/functional areas in scope via partnering with various stakeholder groups and through other sources.

3. Understand business roadmap and needs, get involved in discussions to see how the team might support those needs.

4. Maintain knowledge of the service provided by the team, including CIP, enhancements, projects, CV to be able to address concerns, questions, or ideas.

5. Support Key User community vision, participate in the community engagement and management.

6. Drive Key User Community improvements in partnership with other teams.

Transformation Programs Participation

Participate/lead activities related to transformation programs:

1. Stay connected to the news and information about transformation programs via communications, program Share Points, networking.

2. Participate in the transformation activities in the area of responsibility or lead them for the application or market in scope.

3. Go via available learning materials relevant to transformation program activities or initiate learning conversations with LM to get the training needed.

What can you expect from Mars?

• Work with diverse and talented Associates, all guided by the Five Principles.

• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.

• Best-in-class learning and development support from day one, including access to our in-house Mars University.

• An industry competitive salary and benefits package, including company bonus.

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