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 le small-scale migration projects and supports broader digital enablement efforts across Customer Care and affiliated operations.
Key Responsibilities: Smartsheet Development &
- Governance Develop, enhance, and maintain Smartsheet tools, dashboards, reports, and automated workflows supporting operational and process governance needs. Serve as the subject matter expert for Process Governance Tools hosted in Smartsheet Maintain Smartsheet repositories with strong data accuracy, version control, and adherence to governance standards. Identify and implement automation, workflow improvements, and process standardization opportunities through Smartsheet and complementary digital platforms.
Performance
Measurement &
- Reporting Maintain the Business Group KPI Library to ensure accuracy and completeness of performance metrics. Support development and refinement of KPIs and SLAs for operational teams. Lead setup and revision of performance dashboards for business leaders. Monitor process performance and provide actionable insights to stakeholders.
Process
Documentation &
- Repository Management Oversee creation, updating, and maintenance of process documentation for supported business groups. Maintain critical process and data repositories to ensure documentation accuracy, accessibility, and compliance. Ensure alignment between operational practices, documented processes, and governance requirements.
Continuous
Improvement &
- Operational Excellence Partner with operations teams to support productivity and efficiency improvement initiatives. Facilitate business-specific continuous improvement and automation projects. Lead small-scale process migration projects from planning to execution. Support digital enablement initiatives in collaboration with technical and operational teams. Contribute to process transformation and performance improvement initiatives across Customer Care.
Process
Governance &
- Audit Management Facilitate internal process audits for supported business groups. Serve as the primary point of contact for GBS Operations Leaders on Global Process Owner (GPO) support needs. Support audit preparation and ensure timely remediation of compliance findings. Provide final sign-off on process changes impacting Customer Care operations. Maintain the Business Group Audit Schedule Repository.
Minimum
Requirements / Qualifications 5 years of experience in a shared services environment or in a consulting capacity. Bachelor’s degree in Business, Operations Management, Industrial Engineering, or related field. Demonstrated expertise in Smartsheet solution development, including automations, formulas, workflows, dashboards, and reporting (non-negotiable).
Experience in process management, operational excellence, or business operations. Strong understanding of process mapping, audit requirements, and KPI/SLA frameworks. Project leadership experience with cross-functional teams.
Lean, Six Sigma, or related certification is an advantage. Thank you for your interest as you consider starting a new career journey with us. As the world leader in serving science, our colleagues develop critical solutions through innovation—and build rewarding careers.
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Thermo Fisher Scientific
Inc. is the world leader in serving science, with annual revenue of more than $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them.
Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Thermo Fisher
Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
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