Your ImpactAs 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.
What The Role Offers- Opportunity to work within a global Technical Support Business Process team supporting Customer Service operations.
- Exposure to cross-functional initiatives, including systems implementations, process improvements, and acquisitions.
- Collaboration with regional management and senior leadership to deliver business insights and operational reporting.
- A general office environment with regular business hours of 8:30 a.m. to 5:00 p.m. EST or GMT. Hours may vary for those assigned to territories in other time zones. Work outside of these hours may be necessary due to project schedules and/or deadlines.
What You Need to Succeed- 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.
- Previous experience in a global software enterprise with a foundational understanding of business processes is considered an asset.
- Bachelor's degree, College diploma, or equivalent experience.
Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we're happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
Salary Range: $72,160 - $108,240; Depending on the candidate's education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.
