Analyst - Medior

You will be working in a Center of Excellence that is responsible for documenting, monitoring and continuously improving the Field Service Management process for Proximus? customer field force.

You will be interacting with local field and dispatching teams as well as project teams to understand and document the current as-is processes, business rules and function allocation diagrams of the appointment, capacity and work-management business capabilities. You will mainly use Office tools (Word, Visio, Excel) to document while in draft and once matured the information is shared with a broader audience of process experts and architects.

Apart from assuring the documentation, you will work on improving the consumption of this knowledge by helping to build a knowledge HUB and leveraging AI based solution such as O365 CoPilot.

Finally, you will be identifying key metrics that allow us to measure how the process is performing, crunching data and identifying improvement possibilities.

You will be working in a multiskilled team of experts and with a sharing mentality and are not afraid to step out of your comfort zone.

Required Responsibilities

Acquire a thorough understanding of the business processes and rules.

Documenting processes , functional allocation diagrams

Capturing requirements and documenting them as user-stories

Identify key performance indicators

Crunching data to validate processes and gather insights

Identify pain-points and future improvements

Pitch improvement projects to domain stakeholders and senior management

Share knowledge with the team and provide council to project teams

Help to improve the consumption of knowledge

Technical Skills

Business Process discovery and analysis

BPMN

Visio

O365 tools

Data analysis and statistics

AI tools such as CoPilot and ML algorithms is a plus

Experience in Field Service Management is a plus

Attitudes/behavior

Communicator

Team player

Analytical approach

Pragmatic

Assertive when required

Presentation skills

Time and backlog management

Languages

Fluent English

Dutch or French is necessary

Working in a multilingual environment (EN, NL, FR)