Provides expertise and professional services in reporting, metrics, and analytics for the Global User Services organization. Partners locally and globally with stakeholders and customers to support the development and execution of the Shared Service Center reporting and analytics strategy and enables data-driven decisions. Possesses an understanding of User Services and technological trends and uses this knowledge to identify, develop, and implement process/system improvements that are timely, efficient, and compliant.
Troubleshoots complex inquiries and issues requiring a high degree of originality or ingenuity. May conduct audits and provide solutions to ensure compliance. Manages, organizes, and analyzes data or other information. Acts as a resource in providing information to others in the implementation of solutions. Works with Senior leadership on key initiatives to drive department efficiency and effectiveness. This position requires significant customer service orientation. Applies fundamental concepts, practices and procedures to analytical work in order to meet customer needs.
Education and Experience:
Advanced degree in statistics, Bachelor's degree or equivalent experience in Computer Science, Information Technology, or related field
3-5 years related business experience
High proficiency in MS Office (i.e. Excel, Word and PowerPoint)
Excellent analytical skills; translate data into information into knowledge into wisdom so we can make the best informed business decisions.
Demonstrated ability to positively influence others, at all levels, regarding the need to implement processes and standard operating procedures.
Excellent written and oral communication and facilitation; including demonstrated ability to present to a wide range of audiences.
Familiarity with statistical and simulation software
Has experience of standard database reporting and query tools and knowledge of writing queries with SQL
Experience and understanding of any of the following is a plus:
Case management applications (Service Now, Remedy, Salesforce, etc)
Call center technology (ACD, Workforce Management, Quality Management)
R, Python and Advanced Analytics is and advantage
Knowledge, Skills, and Abilities
Expertise in Report Development and Analysis
Excellent written and verbal communication skills
Strong understanding of the English language.
Outstanding customer service and interpersonal skills
Advanced analytical, logical problem resolution skills with usability skills and mindset
Project management, consulting, and change management skills, preferred
Knowledge of application systems development methodology. Ability to analyze, design, implement, and support applications
Requires excellent problem solving and analytical skills to resolve a variety of routine and complex issues
Strong stakeholder management, communication and change management skills
Ability to identify, drive and/or participate in implementing process improvement activities
Is comfortable being an advocate and resource for analytic or development best practices