Business Analyst, Advisor

Job ID


This position is part of the Support Operations within the Global Customer Support Organization. Reporting to Customer Support Business Analyst Manager, this role will be responsible for support the strategy, creation and maintenance of all data analytics and reporting for Customer Support organization. In this role, the individual will work collaboratively across the organization to define, building and maintaining the reporting universe for Customer Support Organization to support our growing operational and customer’s changing needs


Business Analysts support the operations they are aligned with by providing reporting, interpretation and data-based recommendations to business leaders.


  • The Business Analyst Advisor is responsible for supporting and coordinating the data analysis and development activities within Call Center Support Organization.

  • Support the prioritization and development of queries for the identification of potential business improvement and reports for business analysis purposes including ad hoc data analysis and special projects.
  • Ensures accuracy and timeliness of output and deliverables for assigned functional areas.
  • Ensures internal controls are appropriate and develops policies and procedures and ensures compliance with business units supported.
  • Ability to communicate with customers about technical issues in non-technical terms
  • Understands the business processes that the system supports.
  • Support, participates and coordinates activities for process improvement (technical and non-technical)
  • Provides counsel to senior management.
  • Works with other areas for solutions to complex problems and participates in critical interactions with both internal and external customers.
  • Coaches junior level analysts in data governance, report design and analysis, and data presentation as well as in technical and organizational effectiveness


  • Requires a BS/BA degree in related field; minimum of 5+ years’ experience; or any combination of education and experience, which would provide an equivalent background.
  • Experience with SQL preferred.
  • Experience with Salesforce and OBIEE reporting tools preferred.
  • Experience with relational databases and knowledge of query tools and statistical software is required.
  • Expert level PC, spreadsheet, and database skills, and programming/query languages is also required.
  • Ability to communicate effectively with multiple levels within the organization.
  • Ability to manipulate large sets of data.
  • Strong analytical, organizational, presentation, and problem solving skills
  • Excellent written, oral and interpersonal skills required
  • Experience analyzing call center/support center data strongly preferred.
  • Experience with complex business environments including multiple entity and highly automated situations.

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