3-6 years of experience in business analysis or related roles (ie: project management, reporting & analytics, service management) Exceptional communication skills. Proficiency in English language. Ability to work collaboratively and proactively with multi-functional and multi-cultural teams Broad understanding of the current and emerging service management trends and developments Experience with IT platforms used within Global Business Services Experience in Service Management organizations including support for: design, configuration, development and implementation of SM solutions/systems Strong analytical acumen Exceptional oral and written communication skills: proficiency in English language and ability to represent complex topics verbally and visually to leadership in a concise manner Experience working on global projects or implementations Personal organization Negotiation and facilitation skills, as well as interaction skills Problem solving skills Solution design skills Business Analysis certification is a plus Develop service management related documentation, including: requirements backlog, standard process documentation, operating procedures Elicit, model, maintain, and prioritize all requirements for implementation of service management solution(s) across Global Business Services Consumer, Marketing & Engagement team Drive the evaluation, design, development, testing and implementation of enterprise service management solution and provide input into the unified employee experience design; specifically manage the development of a user friendly, intuitive solution for GBS Consumer, Marketing & Engagement team Monitor ongoing backlog of requirements & enhancements across Global Business Services Consumer, Marketing & Engagement team to ensure alignment with ESM program priorities Guide build out of performance management framework within selected service management solution to drive continual service improvement with capability/service owners