Principal Global Business Services Process Specialist at NTT Ltd.

Your day at NTT DATA

• The Principal Global Process Specialist is a highly skilled subject matter expert, responsible for streamlining, optimizing and transforming processes to drive efficiency and excellence in Global Business Services (GBS).
• The role defines, develops, documents and tests the Op2O end-to-end processes to support the business, enhance customer experience and achieve business objectives.

Key responsibilities:

• Leads on projects to simplify, standardise and improve processes.
• Conducts As-Is analysis to identify process gaps and areas of improvement, ensuring these are mapped during the design process. Advises stakeholders on options.
• Manages the business case and requirements gathering for new demands raised to the Global Process Excellence team
• Assists with the proactive identification of business and/or operational process improvements through data analysis to ensure constructive suggestions for change.
• Identifies potential cross-regional synergies and improvements that will ensure optimal performance within Op2O area.
• Ensures the preparation of detailed process diagrams and the accompanying documentation in terms of process design.
• Engages with a variety of stakeholders and facilitates sessions to generate, review and update new improved processes.
• Assists with the implementation and delivery of projects related to business process improvement and digital transformation, against a predetermined project plan.
• Supports in maintaining various process documentation including process taxonomy, process maps, SOPs and WIs.
• Responsible for reviewing documentation at periodic intervals with the GPOs and GBS service providers to ensure completeness and updates for any changes.
• Performs any other related tasks as required.

Knowledges and Attributes:

• Strong analytical skills with the ability to dissect complex business processes, identify patterns, and propose improvements.
• Broad knowledge of process mapping as a method of visualizing and documentation software e.g. Signavio.
• Requirements gathering and analysis techniques - Strong communication and interpersonal skills to capture business needs and articulate complex process flows to business stakeholders.
• Strong knowledge of sales tools (Salesforce - CRM, CPQ – Quoting) and data integration concepts.
• Seasoned knowledge of business process improvement methodologies such as Lean, Six Sigma, or Business Process Reengineering.
• Broad knowledge of the Op2O process (Sales, Quoting and Order Management) and experience in delivering continuous improvement within.
• Problem-solving mindset to address challenges and the ability to identify root causes and develop effective solutions.
• Attention to detail and accuracy in documenting process workflows and procedures.
• Proven track record of delivering improvement initiatives.
• Project management fundamentals to coordinate improvement initiatives.
• Excellent ability to work in multi-cultural environment (this will require managing time zones).
• Problem-solving skills to address challenges and obstacles.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in Business or a related field preferred.
• Salesforce certification preferred.
• Project Management certification preferred
• Lean / Six sigma qualification or equivalent, CIPS accreditation preferred.

Required experience:

• Extended experience driving process improvement, process reengineering, or related roles within the IT services industry.
• Extended experience analysing and optimising sales processes, CRM/Salesforce and CPQ improvements.
• Experience in standardizing processes across multiple regions and departments.