Sr. Business Process Manager, Service Management - Temporary

One team. Global challenges. Infinite opportunities. At Viasat, we're on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We're looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

Viasat is seeking an experienced business process manager to lead process and technology transformation for our enterprise-wide service management (SM) function, which supports our After Market Services and Customer Operations teams. As Viasat expands its global footprint to supplement its existing space technology leadership, the successful candidate will play a leadership role throughout business transformation projects for business requirements, solution design & testing, user training, change management and solution deployment. This position will work closely with key business stakeholders and cross functional teams across multiple locations to deliver process improvements. The position will be responsible for assessing and resolving gaps in existing functional processes, thereby streamlining corporate processes and driving operational efficiency.

As a key leader within the Business Operations Center of Excellence team, this position will work closely with After Market Services, Customer Operations, Logistics, Planning, Procurement, Asset Management, Manufacturing, Finance and IT functions to roll out process improvements that will support the service management, customer operations, customer relationship management (CRM) and incident management functions. Candidates must understand the value of technology in supply chain to improve process control, efficiency, and effectiveness. The successful candidate will bring a wealth of process and systems experience and be able to quickly understand the specific business needs of Viasat.

• Evaluate processes and systems deployed in the existing footprint relative to service management, customer operations as well as integrations with CRM and incident management functions.
• Lead proposals and analyze fit / gap for all process improvements and changes.
• Lead gap analysis in current functional process and the accuracy and availability of master data to support the relevant service management and customer operations processes.
• Provide business leaders with clear awareness of current state process, system capabilities, and future roadmap.
• Apply standard methodologies and prior experience to lead the future systems implementation and rollout phases of systems and reporting tool.
• Contribute to continuous improvement within the area of responsibility through data analysis and creation of metrics.
• Communicate with peers and supervisors regularly, document work, meetings, and decisions.
• Support the global process owner for creating transformation roadmaps, resource management, key design decisions, and change request prioritization.
• Support the continuous evaluation of use cases, business requirements, business capability models, and standard methodologies to enable process and technology transformation.
• Uncover problems and gaps, and collaborate with other functional experts and system leads to facilitate the creation and approval of functional and technical specification documentation.
• Support process and system subject matter experts during the development and delivery of custom objects.
• Stay current on business system technologies relevant to supply chain.

• 10+ years of experience in business process manager / lead role.
• Solid understanding in one of more top-tier enterprise resource planning (ERP) such as SAP or Oracle.
• Experience in analyzing requirements and performing gap analysis and process design for improving service operations processes.
• Understanding of Master Data requirements to support the service management and customer operations functions.
• Understanding of the dependencies and integrations of service management with other operations and finance functions of the enterprise.
• Proficiency in gathering data requirements and translating use cases and business needs from customers to a technical solutions development team.
• Possess superb communication and interpersonal skills, with the ability to lead and effectively engage with individuals at all levels within the organization.
• Proficiency in adapting to change and operating efficiently in a fast-paced setting.
• Exercises judgment within generally defined practices and policies.
• Adept at process mapping physical and transactional flows.
• High analytical proficiency capable of interpreting data to identify trends.
• Ability to work independently while maintaining an organized and systematic approach to task completion.
• Bachelor's degree in industrial engineering, business administration, supply chain, or related degree. May substitute applicable equivalent experience.
• Proficiency in MS Office Suite.
• US Citizenship required.
• Up to 10% travel.

• Expertise in implementation and support of ERP and CRM systems in a telecommunication / high tech / semiconductor domain.
• Knowledge of reporting and analytical tools.
• Work experience in both Agile and Waterfall project management environments, and experience with Jira software.

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.