Service Operations Analyst: Process Excellence & Training

Mondelez International; Bogotá; Sur place; COP 40 000 000 - 70 000 000; Plein temps

Résumé du poste

Mondelez International is seeking a capable service operations professional to support case management, work with the technical team to resolve defects, and coordinate with stakeholders for effective issue resolution.

You will partner with Key Users, maintain clear communication across business units, support project testing, and contribute to training materials to build PS capability and drive adoption. Strong English, Excel skills, and attention to detail are essential.

Qualifications

• Completed university degree.
• High-level English proficiency (written and oral). Portuguese is a plus.
• Proven experience working with Workday (HCM modules preferred).
• Proficiency in Excel and data management tools.
• Experience with AI tools is a plus.
• Strong stakeholder management and communication skills (written and oral).
• Ability to identify problems and articulate them clearly to cross‑functional partners.
• Experience training and presenting to groups of people.
• High attention to detail.
• Ability to multitask and manage competing priorities effectively.

Responsabilités

• Case Management Support: Manage support cases, partner with the technical team to resolve defects, and coordinate with stakeholders to ensure effective issue resolution.
• Key User Partnership & Communication: Collaborate with Key Users, maintain clear communication channels, and reinforce the overall support model across business units.
• Project Support & Testing: Contribute to the delivery of project initiatives and provide support during testing to ensure quality, accuracy, and smooth implementation.
• Security Roles Onboarding: Partner with TA/W&L/PE Super Users, and Work & Life Promotion in Place and Position Management security role onboarding.
• Training & Knowledge Building: Develop People Services user guides and training materials and facilitate training sessions to build PS capability and drive adoption.
• Trend Analysis: Identify recurring issues and trends in partnership with Key Users, and bridge findings with EE Leads to enhance support processes for People Services.

Connaissances

English proficiency

Workday experience

Excel

AI tools

Stakeholder management

Data management

Communication

Training & presenting

Attention to detail

Multitasking

Formation

Bachelor's degree

Outils

Excel

Description du poste

Mondelez International is seeking a capable service operations professional to support case management, work with the technical team to resolve defects, and coordinate with stakeholders for effective issue resolution.

You will partner with Key Users, maintain clear communication across business units, support project testing, and contribute to training materials to build PS capability and drive adoption. Strong English, Excel skills, and attention to detail are essential.