Sr. Business Analyst, Engagement & Service Management

Role Overview

The Engagement & Service Management (E&SM) team within GBS partners with business and functional leaders to design and deliver integrated solutions that improve performance, scalability, and outcomes across the enterprise. Working within a OneGBS Pod model, the team brings together strategy, analytics, process improvement, program management, operations, and digital enablement. As a Senior Business Analyst, you will play a key role in shaping solutions from diagnosis through execution while building toward future pod leadership opportunities.

Responsibilities

• You will act as a strategic and hands‑on problem solver, supporting the Pod Lead in designing and delivering high‑impact GBS solutions.
• You conduct structured diagnostics (stakeholder interviews, data analysis, process mapping) to identify root causes, opportunities, and priority focus areas.
• You help design target‑state processes, operating models, and end‑to‑end...