This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

Summary: 
The Service Management Specialist is responsible for maintaining and monitoring standard global service performance metrics for the Baxter Business Services (BBS) in collaboration with the Service Management Data analytics team, BBS functional leads and BBS director. The role provides relevant data and/or analysis for business partners to be able to monitor processes, identify drivers, and find improvement opportunities. 
In addition to this, this role will support the development of business demand management related to the ServiceNow CSM platform.

Essential Duties and Responsibilities:
•    Supports the Data Analytics lead in successfully deploying performance metrics for in-scope processes to include development of A2R, C2C, P2P and T&E multi-level analytics, among others
•    Supports global service management processes to ensure these adhere to best practices and align with business requirements and strategy
•    Creates standardized documentation on metrics definitions and procedures
•    Supports rollout, adoption, and ongoing analytics governance model
•    Adopts and adapts available technology such as Alteryx and Tableau to provide robust, timely and effective analytics accessible to all defined stakeholders.
•    Reviews service management processes to accommodate automation, integration, and analytics on the ServiceNow platform, or with other third-party tools and applications
•    Supports the development and implementation of Service Level Agreements and/or Operating Level Agreements
•    Work with and support the ServiceNow Senior Analyst for assessment support and be the interface between the development teams and the wider business
•    Communicate requirements effectively so that development teams can ensure areas of complexity are understood and investigated appropriately to review opportunities, blockers, problems, and issues that arise
•    Assist with the development and delivery of end user training for the ServiceNow platform

Qualifications: 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. List knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
•    Experience in service management governance, disciplines, reporting and measurement
•    Ability to easily understand business processes on a high level and translate those processes into data requirements and analytics. Requires affinity with data, data cleansing and business rules
•    Ability to learn new technologies fast and adapt to an evolving data and IT landscape
•    Requires functional understanding of data flows, systems and IT architecture
•    Ability to operate independently and in collaboration with stakeholders and/or functional teams
•    Excellent communication skills, ability to engage effectively with stakeholders from across the organization, promoting service management standards and best practices 
•    Understands change management and assists internal customers providing guidance and training with regards to service management and reporting processes
•    Highly organized with the ability to capture and document requirements while driving for standardized solutions
•    Ability to assess risk and define / apply operational quality standards / controls 
•    Ability to provide data and root cause analysis to support continuous process improvement
•    Excellent knowledge of financial systems. Strong analytical skills and business acumen
•    Strong attention to details 
Education and/or Experience:    •    Education
o    Broad training in a related field, usually acquired through a college degree level education in Finance or work-related experience
o    Lean Six Sigma Green Belt Certification desirable
o    Knowledge of related service management technologies desirable including ServiceNow
o    Advanced Excel knowledge is required
o    Alteryx knowledge is preferred
o    Skilled at Tableau and other visualization tools
o    Knowledge of Financial accounting and understanding of end-to-end processes is desirable

•    Experience
o    2-4 years Finance reporting experience, with a minimum of 2+ years’ experience across Global / Regional service management
o    JDE ERP platform and ServiceNow reporting experience preferred 
o    Expertise in Microsoft Office Tools, particularly in Excel
o    Experience in best practice service management processes and demonstrated experience managing performance through service level agreements (SLAs), key performance indicators (KPIs), and operating level agreements (OLAs)
o    Demonstrated ability to collaborate and drive execution at all levels of the organization on a global basis
o    Demonstrated ability to act as a change agent
o    Knowledge of, and experience in designing, implementing, and maintaining processes and their supporting policies and procedures organization wide

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to [email protected] and let us know the nature of your request along with your contact information.

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