This is a perfect opportunity for someone who wants to come into a newly created role for a award winning software development company. This person will analyze current disparate systems, create the vision/strategy/roadmap for analytics. The Senior Operations Analyst will develop standardized reporting, eliminate redundancies, and create formal processes for reporting and analytics. This will be a shared services role working very closely with IT operations, Support Services, and Engineering.
Performs statistical modeling and analysis of structured and unstructured datasets to develop metrics, reports and visualizations of trends and patterns.
Works primarily with Support technology organization, Director, Managers and Engineers to understand data and analysis needs and develop technical requirements.
Partners with IT to represent Customer Support Department needs for application and configuration enhancements.
Participates in, advises and develops continuous department efficiencies and improvements through the use of system applications, data management, performance reporting data, tools and process changes.
Develop database tool and perform data management activities working with data extraction from disparate systems such as Salesforce, Jira, Confluence, SharePoint, and others to identify and capture data reporting needs.
Continuous development and data management role to identify and capture data required from internal and external sources.
Creates and maintains statistical models for ongoing and ad hoc review and analysis of data. Uses data visualization programs, tools and techniques to generate dashboards, reports and presentations. Interface and extract contact center data from ACD system to create and provide real-time reporting performance data and associated Dashboards.
Minimum of Bachelor’s degree in MIS, Computer Science, Minor is Math or Statistical analytics is helpful
Experience in fast paced working environment
5 to 10 years working in technology industry working with networking, database management, IT, enterprise software applications such as Salesforce and other case management software.
5 years minimum experience identifying and building data management assessment protocols, tools and analytics
3 years minimum experience working with IT for application development
3 years Switch, ACD data extraction related contact center reporting analytics helpful
Knowledge of Technology Support and Contact Center methodologies preferred