Shared Services Specialist
DHL Information Services (Americas), Inc.
Heredia, Heredia, Costa Rica
hace 1 día


SharedServices Specialist :

TheShared Services specialist’s role is to liaise between the operational SharedServices team regionally and the Shared Services Service Lead (dotted line).

The main focus is to deliver proposals for efficiency gains (standardization& automation) for the supported Shared Services in cooperation with the SDagents.

Responsibilities :

  • Quickly gaining expertise in the area of support; identifying gaps in knowledge and skill of the support; proposing improvement actions
  • Analyzing and evaluating data & processes; identifying alternative and more efficient (automated) solutions.
  • Working closely with the Service Desk agents regionally and with the other Shared Services specialists globally to identify opportunities for automation, process alignment and continuous improvement for the supported services.
  • Have a continuous dialogue with all the support levels and management
  • Analyzing functional, nonfunctional, technical and business requirements that contribute to the design, build and implementation of automated solutions and documenting those requirements
  • Continuously monitoring the results and taking appropriate actions and decisions to adjust if necessary
  • SpecificTasks

  • Leading GSSSD projects based on department Plan (between 3 to 4 projects per agent)
  • KM capture / maintenance for all GSS (Main pages, Service Page and Guru Entries)
  • KM Transfer / Drop in, Training sessions for SD in their respective regions
  • Escalations handling from users, Service Desk,BUIT and L2 support from respective regions
  • GSSSD Teams (Chennai) coverage / monitoring and Team performance overview
  • Data Analysis for GSSSD to find optimization / Automation opportunities
  • Service Management discussions for improvements, updates, new / ongoing projects
  • Managing Extension exceptions tasks / requests Support
  • Expert program Roll out and COPs sessions participation
  • Cross Collaboration sessions with Optimization, Training and KM towers
  • Power BI
  • PowerShell scripting
  • RPA basic knowledge
  • Cooperationof Shared Service Specialist :

    Cooperation with : Actions :

    Actions : QA Specialist

    QA Specialist

    Getting information about quality gaps.

    Seeking possibilities of automation in quality gaps.

    Discussing ideas how to drive quality improvements.

    Training Specialist

    Organizing basic automation trainings for agents.

    Upskilling in automation for experienced agents.

    Process Alignment and standardization

    Knowledge Manager

    Getting information about new knowledge being added.

    Providing information how to maintain function of robots.

    Knowledge Management Standardization about the Shared Services

    Workforce Management Specialist

    Getting information about performance levels.

    Seeking possibilities of automation in places of decreased performance.

    Capacity Management for Shared Services volumes

    Problem Management Coordinator

    Getting information about reoccurrences

    Seeking possibilities of automation of reoccurrences

    Optimization Team

    Define / Prioritize automation opportunities for Shared Services

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