Analyst, Service Management

**About Restaurant Brands International**:
Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with more than $35 billion in annual system-wide sales and over 28,000 restaurants in more than 100 countries. RBI owns four of the world's most prominent and iconic quick service restaurant brands - TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI working towards its goal of improving sustainable outcomes related to its food, the planet, and people and communities.

Service Management is a crucial team within the Global Business Services (GBS) organization, responsible for reporting, performance governance and operations enablement.

This role - Analyst, Service Management - focuses on analytics, reporting and performance measurement/governance for GBS that allow the Operational Teams to focus on their operations while improving performance quality, and the customer experience. Through collaboration with all GBS Teams, this role is responsible for identifying trends and opportunities through detailed data analysis, creating dashboards for simplification, and support with automation and self-service initiatives for GBS. You will have experience in analysis of large complex data sets, identifying and driving process improvements that can positively impact the customer experience. In this role, you will also work cross-functionally to find innovative ways to solve business problems using data and technology.

The Analyst, Service Management reports directly to the Lead, Service Management. In addition, the position works with other functions within the organization including Global Business Service Operational Teams, IT, and others.

**Why this role is important**:
At RBI we are a growth company with ambitious goals. We know that we can only make our dream a reality by having the right talent on our side. The Analyst, Service Management will drive operational excellence across our Global Business Services organization and enable our four iconic brands to expand their global footprints.

**Responsibilities**:

- Maintain Service Management routines, including monthly Townhalls, Excellence Program audits, Trainings, etc.
- Provide support to both internal and external partners on GBS's ticketing platform - Freshdesk and its client-facing Portals, and maintain a strong working relationship with the platform provider
- Support new and existing reporting methods to drive improvements to GBS efficiency and customer satisfaction scores
- Ensure existing internal reporting tools are fully leveraged to provide scalable, long-term reporting
- Identify process improvement opportunities through analyzing available data trends
- Work collaboratively with internal and external partners to solve problems, create strong partnerships with all team members (Service Management clients) to influence buy in to recommended changes
- Develop a solid understanding of all operational and enablement team responsibilities and become an expert in GBS' Reporting and Metrics
- Develop and maintain process maps and other documentation related to Service Management processes and tools

**Qualifications**:

- Bachelor's Degree or College Diploma Required
- Demonstrated ability to translate analytical findings from large datasets into meaningful insights
- Ability to prioritize and deliver multiple tasks and projects effectively within a defined timeline
- Effective verbal and written communication, time management, and interpersonal skills
- Ability to establish and maintain excellent professional relationships with a variety of audiences, including external and internal teams
- Demonstrated ability in creating data connections and building dashboards using Tableau a plus
- Experience with Microsoft Power Apps (e.g., Power Automate, Power BI, etc.) a plus
- Experience with SQL, Python, HTML and/or other programming language(s) a plus
- Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request._
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