Job SummaryThe Data Analysis Administrator is responsible for designing, developing, maintaining, and continuously improving operational metrics, dashboards, and reporting solutions that support Digital Customer Support operations.
This role transforms data from multiple systems into actionable insights that enable leadership to monitor operational performance, identify trends, improve customer experience, optimize resource utilization, and drive continuous improvement initiatives.
The current reporting environment includes data from multiple platforms, including Salesforce, Data Lakes, Power BI, JIRA, ServiceNow (SNOW), and IAM Power BI. The Data Analysis Administrator will help develop consolidated dashboards and reporting solutions that bring information from these sources into a unified reporting environment.
Key ResponsibilitiesData Collection & Management- Gather data from support systems, ticketing platforms, CRM applications, knowledge management systems, and related business tools.
- Integrate and consolidate data from multiple sources, including Salesforce, Data Lakes, Power BI, JIRA, ServiceNow, and IAM Power BI.
- Validate data for accuracy, completeness, and consistency across reporting sources.
- Maintain reporting datasets, data dictionaries, and supporting documentation.
- Develop and maintain automated data collection and reporting refresh processes.
- Improve data quality and reporting efficiency.
- Dashboard & Report Development
- Design, develop, and maintain Power BI dashboards, operational scorecards, and reporting solutions.
- Create executive-level, management-level, and team-level reports.
- Develop self-service reporting capabilities for support leadership.
- Standardize KPI definitions, operational metrics, and reporting methodologies.
- Apply data visualization best practices to communicate performance and trends effectively.
- Identify opportunities to automate manual reporting processes.
- Support Operations & Performance Reporting
Develop and maintain reporting for key case management metrics, including:- Total ticket volume
- New vs. closed tickets
- Open case backlog
- Ticket aging
- Case ownership changes
- Escalation volume and trends
- Monitor service performance metrics, including:
- Time to assign
- First response time
- Average resolution time
- SLA attainment
- Follow-up and handoff activity
- Reopen rates
- Track workload and productivity metrics, including:
- Cases per analyst
- Workload balancing
- Resolution rates
- Queue performance
- Resource utilization
Analyze customer experience metrics, including:- Customer satisfaction trends
- Top customer issues
- Recurring problem categories
- First-contact resolution rates
- Defect and enhancement request trends
- Monitor knowledge management metrics, including article creation, publication, utilization, knowledge gaps, and improvement opportunities.
Trend Analysis & Insights- Identify recurring customer and operational issues and emerging trends.
- Perform root cause analysis of support incidents and performance issues.
- Analyze operational bottlenecks and identify opportunities for improvement.
- Recommend corrective and preventive actions based on data findings.
- Develop forecasting models to support workload and resource planning.
- Translate complex data into meaningful business insights and recommendations.
Executive Reporting- Produce weekly, monthly, and quarterly operational performance reviews.
- Present key findings, trends, risks, opportunities, and recommendations to leadership.
- Develop executive summaries that clearly communicate operational performance.
- Provide data-driven insights to support strategic planning and business reviews.
- Partner with support leadership to define KPIs, performance measures, and success criteria.
Continuous Improvement- Identify reporting and process automation opportunities.
- Drive improvements in reporting accuracy, efficiency, and accessibility.
- Support operational excellence initiatives through analytics and data-driven recommendations.
- Promote increased adoption of dashboards for operational decision-making.
- Identify actionable recommendations that can lead to measurable process improvements.
Required Qualifications- At least 5 years of advanced experience developing and maintaining Power BI dashboards and reporting solutions.
- Advanced proficiency with Microsoft Excel.
- Experience with SQL and data analysis techniques.
- Experience with reporting automation and automated data refresh processes.
- Knowledge of data visualization principles and best practices.
- Experience performing statistical analysis and identifying trends within operational data.
- Experience conducting root cause analysis.
- Strong analytical and problem-solving skills.
- Strong stakeholder communication and presentation skills.
- Knowledge of support operations, ticketing systems, and service management processes.
- Ability to validate and maintain data accuracy, completeness, and consistency.
- Ability to translate complex data into actionable operational and business insights.
Preferred Qualifications- Experience working with multiple enterprise data and reporting platforms, particularly:
- Salesforce
- Data Lakes
- Power BI
- JIRA
- ServiceNow (SNOW)
- IAM Power BI
- Experience consolidating information from multiple systems into centralized dashboards and reports.
- Experience developing forecasting models for workload and resource planning.
- Experience developing self-service reporting solutions for business and operational leaders.
- Experience supporting Digital Customer Support or similar service/support operations.
Key Deliverables- Executive dashboard
- Manager performance dashboard
- Team operational dashboard
- Weekly operational scorecard
- Monthly KPI report
- Quarterly trend analysis report
- Escalation and aging report
- Knowledge management metrics report
- Data dictionary and reporting documentation
Performance Expectations- Maintain 95% or greater reporting accuracy.
- Establish automated reporting refresh schedules.
- Reduce manual reporting effort through automation.
- Increase organizational visibility into support performance.
- Ensure timely delivery of weekly and monthly reporting.
- Generate actionable recommendations that contribute to measurable process improvements.
- Drive leadership adoption of dashboards for operational decision-making.
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