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Program Support Analyst - Global Customer Group (Starting position)

Internship Description

The Program Support Analyst provides performance reporting and root cause analysis for assigned global customers at a regional/global level. He/she will provide functional and analytical support to Program Managers in a proactive, timely manner. He/she verifies and ensures that the services provided comply with agreed service levels and are measured against agreed key performance indicators. Identify operational trends and issues and proactively offer recommendations for issue resolution.

Job Description
 Ensure that operational targets are met and maintained as agreed with assigned customers
 Conduct performance reporting, root cause analysis and corrective action recommendations on products and services for assigned customers
 Provide background information for Quarterly Program Management Plans for assigned customers
 Carry out Standardised and Customised Performance Reports and Root Cause Analysis according to agreed KPI’s and processes
 Execute performance reporting and root cause analysis by using a variety of tools and systems
 Document and maintain relevant information used for customer reporting and analysis such as Key Performance Indicators, Operations Procedures and Transit Matrices
 Support decision making processes with functional knowledge and expertise on the global, regional & local product portfolio available to customers, operational and information processes and performance measurement & business rules
 Assist in preparing regular performance review meetings with assigned customers
 Provide fact-based root cause analysis and pro-active recommendations for corrective actions and process improvements
 Assist with the investigation and resolution of issues on a day to day basis
 Assist with investigating opportunities for structural service and process improvements and/or cost reductions for assigned customers
 Assist with the initiation and managing of customer specific enhancements that improve overall service performance and profitability
 Provide Ad-Hoc reporting, analysis and executive summaries to support performance review meetings
 Assist with the acquisition of relevant operational, logical and empirical data and the development of standardised and customised reporting solutions
 Assist the IT department with development, testing and/or verification of (customer) reporting, analysis and information systems

 Minimum of two years business analysis and trending experience in the logistics industry
 Ability to identify structural issues and trends within a complex environment
 Industry knowledge/expertise
 Creative, innovative, problem solving thinking
 Excellent analytical skills
 Strong communication skills
 Effective planning and organising multiple tasks within deadlines
 Proven experience in working with multiple market leading reporting applications such as Cognos, Crystal, Brio etc.
 Knowledge of and proven experience with MS Excel and Access

Education

 Relevant University degree

Netherlands, Hoofddorp Posted: 2008-09-24 / Closing: 2008-11-24

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