- Deliver weekly status reports and a monthly retrospective report that includes:
- Trend analysis
- Insights on performance metrics
- Analyze existing Key Performance Indicators (KPIs) to assess their relevance and effectiveness in measuring success.
- Identify leading and lagging indicators related to process health.
- Detect bottlenecks in existing processes.
- Prioritize issues affecting workforce experience.
- Analyze data specific to internal lines of business, functions, applications, and assignment groups.
- Engage with the workforce through support channels (e.g., email, Slack).
- Develop test plans for recent capabilities related to business processes; conduct testing/validation as needed.
- Create and update Jira stories based on findings.
- Design process flows or modify existing ones as necessary.
- Prepare data required for monthly governance routines.
- Conduct compliance activities related to Incident & Request Management including control testing and updates.