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Governance Process Admin

Governance Process Admin

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Information Technology

More information about this job

Company Overview

Who Mattersight is:


The rubber hits the road when someone picks up the phone to talk to a company. It happens over 250 million times a day. With over 60 percent of people dumping brands because of bad customer service, that phone call can make or break a business.


Enter Mattersight – the only company that uses personality analysis and big data analytics to improve every customer call, increase customer satisfaction and lower costs for Fortune 500 enterprises. Our patented technology mines a private database of over 1 billion customer service calls to quickly pair customers with call center agents they will naturally, effortlessly click with. Awkward and annoying becomes satisfying and enjoyable. Frustrated becomes enthusiastic.


Mattersight helps companies make positive conversations with their customers the rule, not the exception by fostering emotional connections that turn complainers into fans.


No one else out there does what we do. We think it’s pretty amazing, and we’re not alone.

Responsibilities & Qualifications

Who you are:


A highly motivated process oriented individual with strong organizational skills who is comfortable working in a fast-paced environment looking to join a rapidly expanding organization.


What you’ll do:


As a member of the Governance & Controls team you will be responsible for establishing and maintaining processes that will optimize the delivery methodology across the enterprise in order to maintain a high level of customer satisfaction related to Mattersight services and ongoing support.


Direct Responsibilities Include:

  • Become familiar with Mattersight services and systems
  • Contribute to the design and maintenance of an ITSM platform to enhance existing ITIL processes
  • Identify, create, and own multiple ServiceNow reports to drive continual improvement
  • Identify opportunities for improvement in IT processes
  • Collaborate with subject matter experts to drive improvement through reporting and tracking

What you definitely have:


  • ITIL Foundations certified or willingness to become certified
  • Experience with ServiceNow or similar ITSM platform
  • Strong attention to detail with a thorough and process-orientated approach
  • An understanding of ITIL Foundations course subject matter and terminology
    • Change Management
    • Incident Management
    • Problem Management
  • Organized with an ability to self-manage across multiple projects and initiatives
  • Excellent verbal and written communication skills
  • Comfortable in operating with tight deadlines
  • Team player who builds relationships
  • Achievement orientated, creative thinker and passionate

Other Facts

Other Facts


What we’re like


Mattersight values diversity, curiosity and collaboration. Employees from all experience levels and backgrounds are intermingled and encouraged to learn about each other’s projects. Our offices foster teamwork as well as self-motivation, with a healthy dose of fun thrown in.


Where you’ll be


Mattersight seeks candidates authorized to work in the United States.  The Governance Process Admin role will be based out of Mattersight’s Edina, MN location.  Candidates should anticipate little to no travel.


What you’ll make


Mattersight believes that a successful, thriving company starts with happy, satisfied employees. We are prepared to offer a highly competitive benefits and compensation package for the ideal candidate.


What else?


Any questions regarding the position should be communicated to Lindsey Becker, Recruiter,


For more information about Mattersight, visit Mattersight is committed to equal opportunity and affirmative action in all employment matters: Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, ancestry, marital or domestic partner status, national origin, disability or medical condition, pregnancy, veteran or military status, sexual orientation, gender identity, or on account of membership or affiliation with anyone in any of the foregoing categories, or any other protected category under federal, state or local law. Although particular legal provisions may differ in various locations in which we do business, our principles are the same worldwide.