Business Analyst 2-Ops

Job Description

*Provides programs to improve operational efficiency, consistency, and compliance in support of the organization*s financial and tactical business objectives. Provides business practices and processes. Develops, communicates, and trains the organization on business practices and processes.Serve as a liaison with other divisions such as Finance, Contracts, HR, Legal, Shared Services, Accounts Receivable, Purchasing, and Risk Management in an effort to ensure accurate and timely transaction processing. Collect, input, verify, correct, and analyze data to measure key performance indicator actual versus business objectives. Provide updates to management regarding budget to actual, informing them of deviations and opportunities. Provide management with economic impact and compliance issues surrounding key business decisions and/or deals. Communicate Oracle Business Practices to the organization and monitor process and approvals for full compliance. Drive implementation of new processes and procedures.Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Attention to detail critical. Ability to collect, organize, and display data in spreadsheet format. Follow-through skills necessary to get information from internal and third parties and have data errors/omissions corrected. Relationship management skills strongly desired. Strong written and verbal communication skills to interact with management and possible clients desired. 2 plus years relevant work experience., In this role, you will:

• User your knowledge of customer support and experience to identify opportunities for improvement
• Work with support leadership to quickly identify KPIs and define expected results
• At times, manually hunt for themes and patterns in support cases where the data is absent and provide recommendations
• Drive improvements and changes to how we provide support to improve overall customer experience
• Build and automate actionable models and reports
• Analyze data and various support requests to identify trends/insights
• Partner and develop strong relationships with cross-functional teams
• Develop strong hypotheses, independently solve problems, and share actionable insights with engineering leadership
• Apply analytic rigor to synthesize data into an clear narrative that allows for data-driven decision making across the organization

Mandatory Qualifications:

• Bachelors or Masters degree in Computer Science, Data Science or related technical field or equivalent professional experience
• Proficient in SQL with experience in RDBMS technologies
• Experience analyzing customer support type organizations
• Experience analyzing customer sentiment, failure analysis, and contact drivers
• Strong statistical analysis background
• Experience with report design and delivery using Excel/OBIEE/Tableau/Power BI/Looker ML or other professional visualization suites
• Ability to synthesize complex data elements into crisp and robust stories for audiences of variable technical levels
• Excellent organizational skills with strong attention to detail
• High sense of ownership, self-motivation, and desire to delight customers.
• Demonstrated ability to effectively collaborate and influence.
• Able to independently operate in an ambiguous and fast paced environment

Preferred Qualifications:

• 2+ years of experience in data analytics role or equivalent
• Strong understanding of dimensional modeling and data granularity
• Strong ability to clearly articulate problem statement, findings, and recommended actions to drive change and improvement
• UI/UX experience
• Demonstrated investment in using data analysis and metrics to continuously improve systems, software, and processes
• Ability to gather data requirements and use data modeling to visualize patterns for analysis
• Experience with cloud platforms and cloud architecture
• Experience with operating systems in production, following the DevOps model

Keyskills :
customer relationsdocumentationrequirementsfunctionalbusiness requirementsdata sciencedrive changedata analysisdata modelingreport designdata analyticsrisk managementdatadriven decision making