Senior Process Governance Analyst - Customer Care

**Work Schedule**

Second Shift (Afternoons)

**Environmental Conditions**

Office

**Job Description**

The Sr. Analyst, GBS Global Process – Customer Care is responsible for driving strong process governance, audit readiness, and continuous improvement across supported business groups. This role partners closely with GBS Operations Leaders, Process Experts, and cross-functional teams to maintain process integrity, strengthen operational excellence initiatives, and ensure robust process documentation and performance metrics. A key component of the role is building, enhancing, and maintaining Smartsheet solutions, which serve as essential tools for process governance, reporting, and operational efficiency. The Sr. Analyst also leads small-scale migration projects and supports broader digital enablement efforts across Customer Care and affiliated operations.

**Key Responsibilities:**

**Smartsheet Development & Governance**
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