Global Service Desk, Customer Support Process

Global Service Desk, Customer Support Process Analyst
Equinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

**Job Summary**

Provides professional expertise on regional/global processes and procedures within a moderate scope. Contributes to the overall process design within the Global Service Desk (GSD) scope, but also able to anticipate the end-to-end process across other connected teams. Understands the customer support landscape across GSD and think critically about how to address improvements for future needs. Explore and troubleshoot the customer's issues with professionalism and courtesy. Gather data and conduct research utilizing the data, observations, trends, and reports to share proposed ideas and ways to improve it. Engage with cross functional teams both at high and detailed level to evaluate requirements, challenges, and counter propose ideas and influence for change.

**Responsibilities**
- Map, analyze, and enhance customer journeys and customer support processes
- Perform intermediate-level root cause analysis by investigating human errors, process gaps and deviations, system defects and malfunctions, policies, and documentation to identify cause-and-effect relationships
- Propose, develop, and prioritize improvements, ensuring planned impact based on the Voice of the customer and data-driven analyses
- Work and present proposals to leadership backed by sound business cases and best practices
- Participate in global improvement projects and cross-functional forums focused on developing outstanding customer experiences and process improvements within a moderate scope
- Manage projects of moderate scope, planning and organizing tasks and responsibilities to achieve objectives
- Engage in new product development and formulate requirements for customer support based on impact analysis
- Provide input to the enablement team for content creation regarding process or system changes within a moderate scope
- Negotiate and influence others to assert ideas, gain support, and persuade others to take action and resolve issues through proposed solutions and improvement projects
- Perform individual tasks as well as engage in team efforts requiring a high level of collaboration
- Collaborate intensively with customer support operations, business analysts, IT, and cross-functional stakeholders
- Utilize Lean Six Sigma methodologies where appropriate

**Qualifications**
- Bachelor's degree in a relevant field (e.g. business, management)
- Proven years of experience preferred in areas such as business analysis, business improvement, quality assurance, process improvement, or customer service design
- Experience working in customer support or contact centers, preferably in a global environment
- Strong analytical and critical thinking skills
- Proven track record of successfully delivering solutions to challenges
- Lean Six Sigma or similar certification is preferred
- Attention to detail while maintaining a focus on the bigger picture and purpose
- Effective problem-solving abilities
- Ability to influence and make an impact
- Excellent presentation skills
- Proficient in project management methodologies

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.