Global Operations Analyst
The IB is a leading global not-for-profit educational organization that offers curriculum and assessment to almost 5,000 schools worldwide to children aged 3-19, as well as comprehensive professional development to support schools and educators. Our educational programs encourage students across the world to be active, compassionate, and lifelong learners who understand that other people, with their differences, can also be right. The Global Operations Analyst is responsible for providing business process, technical and data analysis support to the Schools Divsion (SD) business teams. In addition, this role entails maintaining data quality, providing business intelligence capabilities to the SD leadership team, enabling the data governance practice and supporting overall data management initiatives within the SD as well as in partnership with other divisions. This position reports directly to the Head of Operations and will liaise with IT and project teams to help deliver solutions that leverage innovative technology in order to gain global operational efficiencies for internal and external stakeholders. The Global Operations Analyst will provide impact assessments on recommended changes from internal business SD stakeholders. This role will help ensure best practices that spans incident, problem and change management., * Monitor and update standard operating procedures for the Schools Division (SD). * Track key performance indicators, service level and operating level agreements. * Analyse operational trends and offer ways to continuously improve service, support, and performance. * Provide Tier 2 level support to regional operations teams on business processes, workflows and functionalities within SalesForce, Cvent and other platforms being leveraged by the SD business teams. * Work in partnership with the SD IT team to resolve tickets created by the business within SalesForce. Update tickets within SalesForce, ensure that tickets are being resolved by the IT team (technical issues) and ensure that operating levels and service levels are met. * Troubleshoot tickets and resolve business process inquiries. Resolve Tier 1 and Tier 2 technical inquiries and escalate Tier 3 technical tickets to the Schools Division IT team. * Monitor SD Quality Assurance and support model. * Audit cases to ensure best practice quality standards are being met. * Maintain and update the SD's risk register quarterly. * Coordinate the risk register by ensuring that a regular process is built in to check on risks. This role requires strong business and technical skills, strong analytical, quality assurance and customer service skills., * Bachelor of Science or Arts in International Business, General Business Administration, Operations Management, Business Analytics or Information Systems. * A minimum of five years of relevant professional experience working in a customer-facing and fast-paced environment providing process improvement and technical support. Prior experience in a helpdesk environment and/or Tier 2 support team is desirable but not required. * Strong technical skills: SalesForce, Cvent, Office 365 and Sharepoint (highly desirable). * Ability to troubleshoot incidents, problems and change requests using a case management ticketing system (ie Remedy, Service Cloud, JIRA, etc.). * Strong business analytical skills, quality assurance (QA), and familiarity with business processes. * Ability to create dashboards and global reports and provide trends. * Excellent and proven written and spoken English; French or Spanish skills desirable.