Analista de Nómina

International Business Machines Corporation; Bogotá; On-site; COP 50,000,000 - 80,000,000; Full time

Job summary

IBM Consulting in Bogotá is looking for a Process Delivery Specialist in Service Operations to ensure day-to-day service delivery meets metrics and quality standards. You will collaborate with the operations team to implement process improvements and support transformation initiatives.

You will handle external customer communications, adapt to various shifts, and contribute to continuous service excellence as part of a global, diverse team.

Qualifications

• Experience in day-to-day service operations processes and quality standards.
• Experience communicating with external customers in a professional manner.
• Basic knowledge of identifying improvement opportunities and implementing changes.
• Familiarity with transformation initiatives and continuous improvement.

Responsibilities

• Deliver Day-to-Day Service: Ensure smooth service delivery and meet metrics by following established processes.
• Communicate with External Customers: Address needs and concerns in a timely, professional manner.
• Implement Process Improvements: Collaborate with the team to enhance service delivery efficiency and consistency.
• Support Transformation Initiatives: Contribute to continuous improvement under guidance of senior staff.
• Work Flexibly: Able to work in various shifts as required.

Skills

Service operations

External customers

Process improvement

Transformation initiatives

Flexible shifts

Tools

Ticketing systems

CRM software

Job description

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your role and responsibilities

As a Process Delivery Specialist in Service Operations, you will ensure day-to-day service delivery runs smoothly and complies with operational metrics and quality standards. You will collaborate with the operations team to implement process improvements, ensuring consistent and efficient service delivery.

Your primary responsibilities will include:

• Deliver Day-to-Day Service: Ensure smooth service delivery, meeting operational metrics and quality standards by performing tasks according to established processes and procedures.
• Communicate with External Customers: Effectively communicate with external customers, addressing their needs and concerns in a timely and professional manner.
• Implement Process Improvements: Collaborate with the operations team to identify areas for improvement and implement changes that enhance service delivery efficiency and consistency.
• Support Transformation Initiatives: Contribute to transformation initiatives under the guidance of senior team members, focusing on continuous improvement and service excellence.
• Work Flexibly: Demonstrate flexibility to work in various shifts as needed to meet business requirements.

Required technical and professional expertise

• Exposure to Service Operations: Familiarity with day-to-day service delivery processes and procedures, including operational metrics and quality standards.
• Experience Working with External Customers: Understanding of effective communication techniques for addressing customer needs and concerns in a timely and professional manner.
• Basic Knowledge of Process Improvement: Exposure to identifying areas for improvement and implementing changes to enhance service delivery efficiency and consistency.
• Familiarity with Transformation Initiatives: Basic understanding of contributing to initiatives focused on continuous improvement and service excellence under guidance.
• Experience with Flexible Work Arrangements: Ability to adapt to working in various shifts as needed to meet business requirements.

Preferred technical and professional experience

• Exposure to Quality Standards: Familiarity with operational metrics and quality standards in a service operations environment, including understanding of key performance indicators and service level agreements.
• Basic Knowledge of Process Analysis: Exposure to analyzing processes and identifying areas for improvement, including understanding of workflow optimization and efficiency gains.
• Familiarity with Customer Service Tools: Basic understanding of tools and systems used to manage customer interactions, including ticketing systems and customer relationship management software.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.