Posted:2 days ago|
Platform:
On-site
Full Time
Responsibilities
Conduct ongoing deep-dive data analysis to identify opportunities and recommend actions for improving KPIs and operational metrics while reducing costs.
Support the ISS team with business data and insights and document requirements. Partner with the GSS Analytics Service Owner to develop back-end foundation and capability improvements for report automation.
Identify and drive resolution of data quality issues in collaboration with the GSS Analytics Service Owner, Process Owners and IT teams.
Perform business process analysis in support of systems changes in GSS systems including Salesforce, SAP, and other Service and Warranty tools.
Business Process Documentation and automation opportunity support
Engage with business users and technical project managers to develop and clarify requirements and ensure alignment between business needs and system design.
Plan and coordinate UAT activities, including defining test scenarios, securing testers, and managing execution.
Assist with change management activities, including coordinating training and communication
Develop and Maintain Salesforce and SAP Reports
Collaborate with SSI Data Analysts on KPI Reporting
Collaborate with Global Contact Center Knowledge Operations and Support Engineers on content improvement
Qualifications we seek in you!
Minimum Qualifications
Power BI, Salesforce, SAP reporting
Data analysis, KPI tracking and performance analysis
Self-service and assistant data insights
Data issue identification and resolution
Business process analysis for system changes
Preferred Qualifications/ Skills
Process Documentation, and Identifying and supporting automation opportunities
Requirement gathering and stakeholder alignment
Change management and training coordination
UAT planning and team collaboration
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