Service Performance Analyst

Job description

Job Title Service Performance Analyst Job Description: In this role, you will support the performance of Philips’ technical service operations in North America. You will analyze operational data, monitor ServiceMax and PS Cloud (Certinia) performance, and help improve processes used by field, remote, and bench service teams. This role helps improve technician workflow, system adoption, data quality, and operational effectiveness. You will work closely with technical service teams, service operations leaders, IT teams, and business stakeholders to ensure ServiceMax and PS Cloud (Certinia) supports efficient service delivery. Your role: Monitor ServiceMax and PS Cloud (Certinia) Key Performance Indicators (KPIs) to track system performance, adoption, and operational effectiveness. Use data insights to identify trends and improvement opportunities. Partner with service and process owners to improve service operations through optimized workflows and system usage. Drive continuous improvement aligned to business goals. Support system enhancements by gathering requirements, coordinating user acceptance testing, and partnering with IT on delivery. Ensure solutions meet operational and use...