Business Analyst

About ThousandEyes (part of Cisco)

The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As organizations rely more on cloud services and the Internet, the network has become a black box they can't understand. Our Internet and cloud intelligence platform delivers the only collectively powered view of the Internet, cloud and SaaS platforms, helping enterprises and service providers work together to identify problems before it impacts revenue, damages brand reputation, or halts employee productivity.

In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco’s Network Services Business Group and is a foundational component of Cisco’s growing Observability business.

If you hear words or acronyms like TTR, CSAT, Backlog, Case complexity or customer sentiment and this excites you, then keep reading. We are looking for someone that loves customer support data and understands the metrics to monitor to ensure that the organization is headed in the right direction and the customer is getting value from our support organization. 

The ideal candidate will have a background in Salesforce administration as well as Service Cloud implementation.  You should have superb communication skills and demonstrated success in using analytics to understand and influence business decisions. 

Responsibilities: 

• Partner with Leaders to proactively advise the business in Customer Engineering organization. This includes Budget and HC management, Operational governance, and cadence (example: Quarterly Business and Ops Reviews), critical metric deep dives and analysis, Sophisticated Analytics, action follow ups and coordination of Operations related activities with the Delivery Leaders. 
• Build and maintain dashboards that present ThousandEyes leadership with accurate, up to date data on demand. 
• Use a data driven approach, analyze business performance and identify root causes of problems and support the organizational change program to implement the future state 
• Manages, leads, and monitors business analytics to achieve overall delivery, business, and company objectives.
• Delivers business insights and recommendations using analytics, predictive modelling, observations & business knowledge.
• Lead SFDC improvement projects and Service Cloud implementation
• Generate data driven insights to answer key questions that are pressing to team members 

Minimum Qualifications: 

• Demonstrated ability with problem solving and providing practical recommendations using large volume data sets from multiple sources
• Prior technical support experience – be familiar with case flows, SLAs, customer satisfaction/survey generation, and support metrics
• Outstanding analytical and conceptual thinking skills.
• Influence stakeholders and work closely with them to determine acceptable solutions.
• Excellent documentation skills.
• Experience crafting detailed reports and giving presentations.
• 3 – 5 years Salesforce admin experience
• Experience implementing Service Cloud in a technical support setting
• Bachelor’s degree with quantitative focus (e.g., Business, Economics, Computer Science, Mathematics, Physics, Statistics) or equivalent practical experience
• Experience and understanding of support services organizations, processes, and policies are a strong plus.
• Proficiency in Looker, Excel, Power point, Tableau, Business Objects and other existing dashboards and tools related to delivery operations are a plus. 

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records. 

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do –you can’t put us in a box! But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colourful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us.

We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.