North America Center of Excellence (NA CoE) BT Service Management analyst will assist with the day to day support of BT Service Management for North America. This includes Bimbo Bakeries USA and Bimbo Canada end user escalations to the various vendors/partners for service management processes. He or she will work closely with various departments/levels throughout the company to address BT services. He or she will collaborate with the various Grupo Bimbo BT teams to identify service management opportunities with both internal support teams and BT service partners. The ideal candidate will have both an understanding and concern for the highest levels of customer service.

Key Job Responsibilities:

• Develop and maintain internal knowledge documentation library
• Identify and develop reports identified by support teams
• Work with both internal and external support teams to identify support processes, knowledge documentation
• Assist with design requirements for self-service incidents and request forms
• Work with BT partners as required
• Identify opportunities in Service Management and work with internal support teams/BT partners to improve the service area (i.e. request fulfillment, incident resolution)
• Responsible for BT Service Management training program (documentation, scheduling, training, FAQs)
• Exceptional prioritization and project management skills
• Performs special projects as assigned by management
• Limited travel required

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Position Requirements:

Key Behavioral Competencies:

• Comfort level with a very high volume, fast paced operation in a time sensitive environment.

• Excellent interpersonal & problem-solving skills, written and verbal communication skills.

Education and Work History:

• Minimum of Associates degree or higher in business or related discipline.

• Experience in customer service

• Experience in BT/BT Service Management

• High level of proficiency with Microsoft Office products, particularly Word, Excel and Power Point

• ServiceNow experience required

• Training experience required

The physical and mental demands described in each job posting are representative of those that must be met by an associate to successfully perform the essential functions of each job. Reasonable accommodations may be requested to enable qualified individuals with disabilities to perform the essential functions of each job.

Bimbo Bakeries USA is an equal opportunity employer with a policy that provides equal employment opportunity for applicants and employees regardless of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, any other classification protected by law.