Job Description

Position Summary

The Governance Analyst supports operational governance activities across managed services providers, captive/shared service centers, and transitioning operations within the Global Business Services organization.

This role is responsible for coordinating governance reporting, supporting KPI/SLA administration, maintaining governance documentation, tracking operational actions and risks, and enabling effective service governance routines.

The Governance Analyst partners closely with:

• Service Governance Leads
• Delivery teams
• Transition teams
• Power BI and Alteryx teams
• Providers and captive operations

The role serves as a key operational support function for governance execution and service performance transparency. The role also supports continuous improvement initiatives by identifying process enhancement opportunities, participating in solution development, and coordinating implementation activities as needed to improve operational effectiveness.

• Coordinate weekly, monthly, and quarterly governance reporting activities
• Support preparation of operational scorecards and governance dashboards
• Consolidate KPI, SLA, and operational performance data from multiple sources
• Validate completeness and consistency of governance reporting inputs
• Track SLA and KPI performance results and identify potential breaches
• Maintain KPI definitions, governance trackers, and reporting standards
• Coordinate with Power BI and analytics teams to support dashboard and reporting needs
• Assist with performance trend analysis and operational summaries
• Maintain governance action logs, RAID trackers, and escalation records
• Support governance meeting preparation, agendas, minutes, and follow-up tracking
• Coordinate governance calendars and recurring review meetings
• Ensure governance documentation remains current and organized
• Support governance activities during operational transitions and stabilization periods
• Track transition milestones, risks, and readiness activities
• Assist with hypercare reporting and issue management coordination
• Coordinate with delivery teams, providers, captive centers, and business stakeholders to gather governance inputs
• Support governance communications and follow-up activities
• Escalate reporting gaps, risks, or unresolved actions as appropriate

Required

• Bachelor’s degree in Business, Finance, Engineering, Operations, Analytics, or related field
• 3–5 years of experience in operations, PMO, governance, reporting, shared services, or service management environments
• Experience working with KPI and operational performance reporting
• Strong organizational and coordination skills
• Advanced Excel and reporting capabilities
• Strong written and verbal English communication skills

Preferred

• Experience supporting GBS or shared services organizations
• Familiarity with SLA/KPI governance concepts
• Exposure to Power BI or Alteryx environments
• Experience supporting outsourcing, managed services, or captive center operations
• Bilingual English/Spanish preferred

Key Competencies

• Attention to detail
• Operational coordination
• Reporting discipline
• Analytical thinking
• Accountability
• Communication skills
• Time management
• Cross-functional collaboration

Success Measures

• Accuracy and timeliness of governance reporting
• Governance cadence effectiveness
• SLA/KPI tracking accuracy
• Action and escalation follow-through
• Stakeholder responsiveness
• Governance documentation quality