Data Analyst
About The Position
Supermicro is seeking a Data Analyst with specialized expertise in Salesforce Service Cloud (Omni-channel) and call center operations to drive business process analysis, documentation, and optimization across various global service initiatives. This role is ideal for a self-starter who can work with limited structure, engage stakeholders, and convert complex requirements into scalable Salesforce solutions. The Data Analyst will bridge between business and technical needs, demonstrating the ability to evaluate workflows, provide insights, and deliver improvements that enhance customer support experiences.
Requirements
- 5+ years of working experience performing the duties of a business analysis, with a strong focus on service operations, customer service, or call centers.
- Hands-on experience with Salesforce Service Cloud (Omni-channel, Case Management, Knowledge, Reports & Dashboards).
- Strong ability to engage stakeholders, ask the right questions, and translate business requirements into Salesforce solutions.
- Experience working in or supporting call centers (workflow optimization, case routing, telephony integration, SLA management)
- Fluency in English (reading, writing, and speaking).
- Proficiency with MS Office (Excel, Word, PowerPoint), Smartsheet, Teams/Slack and documentation SharePoint.
- Familiarity with BA community best practices (IIBA, CBAP, PMI-PBA a plus).
- Excellent communication, problem-solving, and organizational skills.
- Domestic and international travel may be required
Nice To Haves
- Salesforce Certifications
- Salesforce Certified Business Analyst
- Salesforce Service Cloud Consultant
- Salesforce Administrator
- Mandarin and Cantonese are a plus.
- Familiarity with BA community best practices (IIBA, CBAP, PMI-PBA a plus).
Responsibilities
- Partner with business teams to evaluate, document, and optimize call center workflows using Salesforce Service Cloud (Omni-channel, Case Management, Knowledge, CTI Integrations).
- Conduct stakeholder interviews and analyze operational data to create user stories, requirements, and business documentation that align with Salesforce best practices.
- Collaborate with Salesforce architects, developers, and administrators to translate business needs into scalable platform solutions.
- Drive adoption of Service Cloud features (e.g., Omni-channel routing, macros, AI bots, and analytics dashboards).
- Identify and recommend opportunities for automation, case deflection, and improved SLA management.
- Support testing, UAT, and deployment of Service Cloud enhancements, ensuring alignment with business requirements.
- Deliver insights from call center data (case handling time, backlog trends, CSAT, SLA adherence) to support strategic decision-making.
- Work across technical and non-technical teams to support ongoing service transformation efforts.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Computer and Electronic Product Manufacturing
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
