Analyst, Service Management

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Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.

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 is improving sustainable outcomes related to its food, the planet, and people and communities.

RBI is committed to growing the TIM HORTONS, BURGER KING, POPEYES and FIREHOUSE SUBS brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

RBI is seeking an Analyst, Service Management to join our People Team in support of our Global Business Services ("GBS") organization. This role is responsible for supporting the execution and management of the GBS Excellence Program, RBI's performance management framework for GBS operations. The Analyst will help monitor and evaluate operational performance across GBS, with a particular focus on the newly established Restaurant Support Tower. Leveraging GBS performance data, the Analyst will identify insights and opportunities to drive continuous process improvement initiatives through process reengineering, stakeholder collaboration, and automation opportunities.

Key Responsibilities

• Support the day-to-day execution of the GBS Excellence Program with a specific focus on the Restaurant Support Tower. Partner closely with the Senior Analyst, Service Management, to ensure tower performance feeds into the broader Excellence Program governance.
• Manage Restaurant Support Tower-specific routines, including operational audits, performance monitoring within RBI's request management platform (Freshdesk), maintenance of performance dashboards, and facilitation of tower leadership meetings and workshops.
• Conduct data analysis to extract operational insights and identify opportunities for service delivery enhancement across the GBS organization.
• Drive continuous process improvement, automation, and change management initiatives by leveraging tools such as Microsoft Power Platform, RBI's ERP systems, Alteryx, SmartSheet, etc.
• Engage with GBS operational towers and other stakeholders to co-create solutions, present performance findings and recommendations, and facilitate cross-functional collaboration.

Qualifications

• Bachelor's degree required; fields such as Business, Information Systems, Engineering, or a related discipline are preferred.
• Relevant experience in business analysis, process improvement, service management, or a related field a plus.
• Proficient in Microsoft Power Platform (especially Power Automate and Power Apps), Excel, and PowerPoint.
• Experience with Alteryx, Smartsheet, and enterprise systems such as ERP platforms (e.g., SAP) is considered an asset.
• Strong data analysis skills with the ability to translate data into actionable business insights and recommendations.
• Demonstrated ability to work effectively with cross-functional stakeholders at various organizational levels.
• Self-starter with a continuous improvement mindset and strong project management skills.

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

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.