Managed Service Delivery Expert - Fully Remote

SMG – Service Management Group is hiring a Managed Service Delivery Expert to join our team!

SMG is an enterprise-level experience management (XM) provider that offers a software with a service (SwaS) solution—uniquely combining SaaS technology with hands-on professional services to help organizations generate new revenue, grow existing revenue, reduce churn and detractors, and drive operational efficiencies. By delivering insights across the enterprise and measuring experiences at every touchpoint, our differentiated partnership model helps clients change the way they do business.

You will work directly with our clients, guiding and executing updates and change requests to strengthen their program. Using a variety of tools and processes across SMG’s product suite, you will provide solutions that best fit the client request and put forth our best-practice industry standards. These changes are essential to continuously improving insight into the customer and employee experience. We are then able to deliver the research-backed analysis that companies like Forrester have recognized.

SMG embraces our collective differences as human beings. We celebrate diversity and create an inclusive work environment in which all employees experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to our clients’ and our company’s success. In this critically important leadership role, you will help ensure we continue to create that associate experience across tens of countries and hundreds of cities.

As the Managed Service Delivery Expert, you will:

• Solve Problems: Assess the situation with accuracy and arrive at a positive solution. Consider a wide range of implications and their impact when solving problems.
• Foster Collaboration: Work with others to strengthen relationships and achieve goals
• Communicate Effectively: Leverage a broad range of communication styles to express a written or verbal message. Flex communication style based on diverse audience needs
• Advance Work Processes: Evaluate current processes and procedures to identify opportunities for improvement. Propose and implement ways to gain efficiency and improve work quality

Your day to day work:

• Understands, owns, and executes deliverables requested by client stakeholders
• Manages the improvement of surveys, web-based reporting, and other data delivery solutions
• Understands the SMG product suite, tools, and processes
• Drives efforts to elicit, analyze, specify, and validate the business needs of project stakeholders ensuring they remain aligned to broader corporate initiatives
• Plans and organizes multiple project initiatives in accordance with approved scope and schedule
• Collaborates with cross-functional teams to achieve product and process quality and efficiency
• Optimizes and presents process improvement suggestions and ideas to clients and project leadership
• Drives the creation and completion of thorough quality control test plans to ensure client deliverables are on time and accurate
• Ensures internal tools and processes are current and support optimal efficiency
• Remains current with industry best practices and trends providing recommendations or improvements as necessary
• Guides team members on SMG best practices and small-scale projects
• Performs other related duties as assigned

Requirements:

• Bachelor’s degree or equivalent work experience required
• Minimum 1-3 years’ experience as a Business Analyst
• Intermediate knowledge and experience with troubleshooting and basic editing of HTML
• Proven experience with data modeling and/or system process design
• Excellent command of English

What we offer to our talent:

• This is a fully remote, permanent, full-time position. You can work from anywhere.
• Unlimited paid leave and 14 weeks of paid parental leave offered to all our associates globally.
• Ample opportunities to learn and grow.
• Diverse, experienced, and friendly team which will welcome you, support you and challenge you.
• We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.

Ideal Candidate Location: This is a remote position. You can work from anywhere that allows a minimum of four hours of business working hours overlap with US Central time zone.