Analyst, Operations Excellence

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

The Centralized Managed Support Operations (CMSO) is the leading provider of mission critical services that make our customers more reliable, smarter and efficient while delivering exceptional customer experiences and outcomes.

Job Description

The Centralized Managed Support Operations organization is looking for an Operations Excellence Analyst to play a pivotal role in optimizing our operations. This position focuses on dissecting challenges to discern whether they stem from people, processes or tools, and providing actionable insights to executives through data analysis and visualization.

Key Responsibilities:

Holistic Issue Analysis

• Evaluate operational challenges to discern if they are rooted in people, processes or tools, employing a holistic approach

• Conduct comprehensive data analysis to uncover underlying patterns and root causes of inefficiencies

Data Driven Insights

• Respond to executive requests by providing data-driven insights into operational performance or customer escalations.

• Ability to translate data analysis into visualizations that are easy to understand (pass the blink test) and communicate actionable recommendations.

• Collaborate with Business Operations teams to create and fine tune dashboards to provide more actionable insights

Strategic & Operational Recommendations

• Offer strategic and operational recommendations to a variety of groups based on thorough data analysis, identifying opportunities for improvement in people, processes and tools

• Collaborate with cross functional teams to prioritize initiatives that will have the greatest impact on operational efficiency and effectiveness to meet business goals

Tool Evaluation and Enhancement

• Assess the effectiveness of existing tools and technologies in supporting operational objectives

• Recommend enhancements or new tools to streamline workflows and improve overall productivity

Executive Analysis

• Prepare and deliver executive-level presentations that effectively communicate complex data analysis visualizations, findings and recommendations based on the intended audience

• Serve as a trusted advisor to executives, providing actionable insights and guidance

Preferred Qualifications

• Bachelor’s Degree in Industrial Engineering or equivalent

• A critical thinker that embraces a mindset of constructive dissatisfaction

• Ability to craft data-driven presentations that are logically sound, persuasive and tailored to your audience

• A strong understanding of operational processes and methodologies and how they translate into data and metrics

• Proven experience in data analysis and interpretation, with the ability to distill complex information into actionable insights for executives

• Experience with the logic and code used in Tableau reports and how that translates to metric definitions

• Experience ITSM tools and systems like Salesforce, ServiceNow and Purecloud to analyze calls, cases and tickets

• Advanced Presentation (PowerPoint/Google slides) and data mining skills

• Excellent communication and presentation skills, with the ability to convey technical information to technical and non-technical audiences

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Basic Requirements

• Minimum of a Bachelor’s Degree in Engineering or Computer Science and 10+ years of applicable experience

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