Job Location: Plano, TX
Job Description
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Company Overview:
Req ID: 206240
NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
NTT DATA’s Client is currently seeking a Field Delivery Business/Compliance Analyst to join their team in Plano, Texas (US-TX), United States (US). REMOTE!
Job Description:
The NTTD Field Delivery Compliance Senior Analyst will lead the compliance and standardization of all DWS field technical activities and resources defined within the reference architecture. This includes monitoring and analysis of all contributing work resolvers (individual contributor, group and organizational departments) using a series of account dashboards benchmarked against similar accounts while ensuring records and systems are properly maintained, including proper use of tools and utilities for delivery of services. High level of expertise will be required to maintain communication with solution management and delivery managers in compliance with contractual delivery of services for field services. Individual will be responsible for ensuring that all compliance violations are brought to the attention of the DWS Strategy Department. Generally, the Compliance Analyst will oversee multiple field delivery accounts with complex field delivery scope. This role combines strong analytical skills with an emphasis on delivery standardized level of customer service.
This position will be a remote based position.
Responsibilities
Responsible for ensuring process improvements and reengineered delivery models are continually executed and will ensure old processes/models are abandoned
Identify and oversee the creation of reports, dashboards, processes, and methods necessary to ensure sustained compliance with the transformed delivery model on the accounts.
Conduct ongoing reviews with Field Services teams on the accounts to ensure we are continually moving forward in our transformation
Assist accounts in the transformation journey through the analysis of data, priority setting, resource assignment, detail planning and executive/sponsor escalations.
Track and Report progress against transformation savings targets and reference architecture
Determine alternatives for accounts that are off plan and drive recovery of the accounts to the transformation targets
Present overall transformation compliance status to senior leadership on periodic basis
Provide input to help drive the creation and development of our overall Field Services Strategy through the application of specific technologies and methods across all facets of Field Services delivery
Provide input to support process improvements / reengineering across all Field Services accounts globally, , including tool implementation
Provide input to help drive the creation and development of our overall Field Services Strategy through the application of specific technologies and methods across all facets of Field Services delivery
Provide input and support for the creation of the Field Services technical reference architecture
Participate in dialogues with clients and industry analysts on NTTDS strategy for Field Services transformation
Owns the strategy, goals, and metrics for field delivery of services in alignment with reference architecture
Owns the process compliance and improvements for accounts that are off plan and drive recovery of the accounts to the transformation targets
Organize and participates with other senior managers to establish strategic plans and objectives
Participates with decisions on administrative or operational matters and ensures operations’ effective achievement of objectives
Identify and oversee the utilization of reports, dashboards, processes, and methods necessary to ensure sustained compliance with the transformed delivery model on the accounts
Monitor and engage on process controls and standardization regarding ticket volume and performance
Conducts quarterly business reviews with DWS account management and functional groups
Basic Requirements
5+ years hands-on knowledge in service delivery, help desk support, desk side support, knowledge management, and systems integration or proven customer service background
Desired Skills
5+ years of progressive experience in Governance, Risk and Compliance field with specific focus on ITIL and Six Sigma processes
ITIL 4 certification
Excellent verbal and written communication skills with emphasis in customer service, including experience handling difficult customers and conflict resolution.
Able to comprehend and follow verbal and written technical instructions and scripts
Ability to receive calls during the normal business day and after hours
Excellent interpersonal skills and ability to work collaboratively in a team environment
Experience & proven ability to monitor field service operational work / production results
Ability to interact effectively with internal and external contacts (Account Management, Deployment Team, Solutions Architect, Employees, and Venders)
Effective organizational and administrative expertise with strong attention to detail and reporting deadlines
Ability to handle several projects simultaneously, either individually or in a team setting
Proficient in Windows-based computer environment, specifically in Word, Excel, PowerPoint, Visio, and Outlook (ITSM experience a plus)
For Colorado Candidates
In compliance with the Colorado Equal Pay Transparency Rules, NTT DATA provides a reasonable range of compensation for roles that may be hired inColorado. For a candidate in the state of Colorado only, the starting pay range for this role is *** – ***/hour. Actual compensation will depend on a number of factors, including actual work location, relevant experience (internal or external), technical skills, and other qualifications.
The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.
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