Job Category: Customer Service & Support
Location: Issaquah, WA, US
Job ID: 826252-103956
Division: Services & Support
Do you want an opportunity to deliver business intelligence (BI) for a world-class customer service organization that touches over 50 million customers a year? Come join the Get Help Business Intelligence team! The purpose of the Business Intelligence team is to develop the Get Help Reporting/Analysis strategy and deliver reporting and analysis capabilities and solutions to the Global Get Help business and internal stakeholders. This position will provide business analysis, reporting, and project management support across the Get Help platform of Operational and Customer Listening data systems, and building collaborative relationships with the Get Help business group and global community.
The position will be responsible for devising analysis, reporting, and system capability solutions, and providing decision makers with actionable business intelligence attained from Microsoft’s daily interactions with customers.
Key partner groups for this exploration include Get Help global and regional teams and Detego development support. We are looking for a highly motivated individual who wants to increase CPE and drive impact to the Get Help business through innovative business intelligence, reporting and analysis solutions.
Specific Responsibilities include:
Oversee and drive completion of key project management areas, analyze & validate customer service KPI data to identify trends, problems areas, and opportunities for improving customer experience. Assist in defining and developing reporting strategies and contribute to reporting/bi solutions for Get Help decision makers. Manage recurring reporting and project deliverables, including ad-hoc reporting requests. Assist in defining business requirements for the Get Help data warehouses and reporting/bi solutions.
The Senior Business Intelligence Analyst will provide innovative solutions to Get Help reporting/bi needs with an emphasis on delivering improved upon methods of data presentation and overseeing key systems and process engagement projects. BI, Reporting, Analysis, Project Development, and Project Management will consist of engaging business customers regarding requirements gathering, report design, testing, deployment, and overseeing ongoing production and analysis.
Success in this area will depend on strong project management, reporting and analysis, communication, organizational and time management skills. This will require the ability to manage multiple tasks in various stages of completion effectively and efficiently and collaborate across departments to achieve results. Appropriate prioritization and effective communication of timelines and project progress is also essential.
Bachelors Degree and 8-10 years experience in BI reporting, business analysis, and project management. Demonstrated experience working with Microsoft BI platform technologies such as Office, SSRS, SharePoint, SQL Server, OLAP.
High attention to detail, action oriented, ability to work within stringent deadlines
Strong written, oral, presentation, and project management skills required
Ability to collaborate across departments to achieve results
Strategic thinking and analytical skills required
Microsoft Corporation develops, manufactures, licenses and supports a range of software products for computing devices. The Company's...