Strategic Insights Analyst – Global Customer Services
| Company | Palo Alto Networks |
|---|---|
| Location | Santa Clara, CA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Expert or higher |
Requirements
- 10+ years experience in Analytics, within the relevant domains of customer service, product, social networks, etc
- 8+ years experience in SQL databases or expert-level SQL coding/querying skills
- Experience with data visualization and business intelligence tools or packages (Tableau, Qlikview, Looker, etc)
- 7+ years experience with visualization design including dashboards, executive and operational, or front end visualizations
- Operational knowledge of Technical Support at a global scale
- Excellent analytical and problem solving skills, combined with strong business judgment and an ability to present analysis in a clear and compelling manner
- Data manipulation and transformation skills.
- Experience with CRM systems, eg. Salesforce.
- Cloud technologies (AWS, Azure, etc.) a plus
- Bachelor’s degree (statistics, computer science, predictive analytics, or math preferred)
Responsibilities
- Develop and deliver Business Intelligence and Analytics solutions for internal customers
- Build data visualizations to automate reporting to meet the needs of the business
- Provide recommendations to help eliminate cases, drive backlog down, improve TTR, drive to improve escalation management processes etc
- Develop reporting cadence and share with the executive team to drive insights into business performance against strategic objectives
- Present insights, progress, and recommendations to diverse stakeholders, including senior leadership, managers, and team members
- Demonstrate a high level of initiative and ownership in driving goals and adapting to evolving business priorities
- Develop a deep understanding of key business systems such as Salesforce (SFDC), Genesys, and Tableau
- Quickly learn new tools and systems (e.g., Asana, JIRA) to effectively contribute to business insights
- Identify requirements for developing appropriate business analysis and reporting applications
- Develop rich, interactive, visually striking graphics and data visualizations of large amounts of data
- Create groundbreaking predictive models to give actionable recommendations to internal clients
- Develop ad-hoc reporting and provide analytics services to support business decision making processes
- Provide documentation materials and training activities related to the BI tools and applications created
Preferred Qualifications
- Cloud technologies (AWS, Azure, etc.) a plus