Senior Business Process Analyst
About The Position
As a member of the Global Technical Support Business Process group, the Reporting Analyst position requires the ability to provide analysis and reporting to both the Customer Service Management team and Senior OpenText Management. Concentration on customer support ticket reporting, report automation, and analysis for the Technical Support organization. Creation and analysis of key performance indicators to assist with driving improved results. Provide support to regional management for reporting and analysis needs. Provide analysis and improvements related to Customer Service systems and processes. Assist with the implementation of systems and projects as required. Provide guidance and assistance from an operations standpoint related to acquisitions. Assist with the delivery of weekly, monthly, and quarterly reporting packages created by the reporting team. Provide accurate reporting and analysis to Senior OpenText and Customer Service Management. Provide automation wherever possible.
Requirements
- Ability to build efficient reports through queries using relationships from multiple data sources.
- Experience with SQL programming and report automation tools.
- Expert-level knowledge and experience with Microsoft Office applications, particularly Microsoft Excel.
- Experience working with systems such as ServiceNow, Data Cubes, BI systems, Power BI, and Tableau.
- Ability to manage large volumes of data, perform analysis, and provide recommendations.
- Strong analytical and problem-solving skills.
- Excellent organizational skills with the ability to prioritize multiple projects in a fast-paced, changing environment with minimal supervision.
- Self-starter with the ability to work cross-functionally as well as independently.
- Excellent writing, communication, interpersonal, and customer service skills.
- Highly motivated, participative team player who can work effectively in a matrix environment.
- Comfortable leading projects and meetings across all levels of the organization.
- Bachelor's degree, College diploma, or equivalent experience.
Nice To Haves
- Previous experience in a global software enterprise with a foundational understanding of business processes is considered an asset.
Responsibilities
- Provide analysis and reporting to both the Customer Service Management team and Senior OpenText Management.
- Concentration on customer support ticket reporting, report automation, and analysis for the Technical Support organization.
- Creation and analysis of key performance indicators to assist with driving improved results.
- Provide support to regional management for reporting and analysis needs.
- Provide analysis and improvements related to Customer Service systems and processes.
- Assist with the implementation of systems and projects as required.
- Provide guidance and assistance from an operations standpoint related to acquisitions.
- Assist with the delivery of weekly, monthly, and quarterly reporting packages created by the reporting team.
- Provide accurate reporting and analysis to Senior OpenText and Customer Service Management.
- Provide automation wherever possible.
Benefits
- Thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing.
- Compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
