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Analyst II, Customer Service

Analyst II, Customer Service

Eyeota

3 - 8 years

3 - 7 Lacs

Mumbai

Posted:4 hours ago| Platform:

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Skills Required

Operational excellence Process improvement Analytical Data collection HTML Customer service Analytics SQL Service operations Salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Why We Work at Dun & Bradstreet

Dun & Bradstreet unlocks the power of data through analytics, creating a better tomorrow. Each day, we are finding new ways to strengthen our award-winning culture and accelerate creativity, innovation and growth. Our 6,000+ global team members are passionate about what we do. We are dedicated to helping clients turn uncertainty into confidence, risk into opportunity and potential into prosperity. Bold and diverse thinkers are always welcome. Come join us! Learn more at dnb.com/careers .

This role is responsible for maintaining and enhancing our existing Power BI dashboards, ensuring data accuracy, reliability, and consistency across reporting outputs. The analyst will lead or contribute to process improvement and optimization initiatives, such as the upcoming Master Org project, which aims to integrate regional CRMs into a unified Salesforce (SFDC) master tenant. Additionally, the role supports various ad hoc projects and operates across a global footprint, driving data-driven decision-making and operational excellence.

Key Responsibilities:

Maintains the existing Customer Service Power BI Reporting Suite.
Handles all aspects of Service Operations projects related to reporting and data collection.
Manages the design, creation, and implementation of new Power BI metrics and reports, working closely with business subject matter experts to understand requirements and translate them into a reporting solution.
Works with the Customer Service Team to look for opportunities to automate and/or replace existing reporting methods.
Performs ad hoc analysis of our data, looking for opportunities for performance improvement within the Customer Service space.
Periodically conducts training with end-users, to ensure they optimize their use of the tool.
Be a key member of the Master Org project, focusing on our regional reporting needs and supporting Service Operations Lead. Establishing a long-term reporting strategy using both SQL > PBI and SFDC Master Org > Aligned Dashboard reporting.
Participate in global cross-functional Teams addressing process improvement opportunities within Global Customer Service organization (GCS)
Periodically participate in deep dives into issues highlighted by GCS Leadership.

Key Skills:

Bachelor s degree with a minimum of 3 years of relevant professional experience.
Familiarity with the structure and operations of Global Customer Services, or experience in a comparable environment, is preferred.
Proven expertise in Microsoft Power BI and SQL, with at least 3 years of hands-on experience developing and maintaining Power BI reports in a production setting.
Proficient in Python and working with relational databases.
Experience with AWS services such as Redshift, EC2, and RDS is a strong plus.
Experience with SFDC, Five9 and Qualtrics is a plus
Ability to work independently and with diverse teams, in a dynamic environment, as part of a global team while managing multiple priorities.
Strong analytical, conceptual, and problem-solving skills. Excellent communicate skills (oral & written)
Proficiency in Microsoft Office Suite skills
Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success. Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
Where applicable, fluency in English and languages relevant to the working market.

All Dun & Bradstreet job postings can be found at https: / / www.dnb.com / about-us / careers-and-people / joblistings.html and https://jobs.lever.co/dnb . Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.

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Analyst II, Customer Service