Business Analyst

The name ThousandEyes was born from two big ideas: the power to see what’s not ordinarily possible, and the ability to collect intelligence from vantage points as diverse and global as the Internet. As organizations depend on cloud services, the Internet has become their defacto network connecting cloud applications to users. Our Internet and cloud intelligence platform is like a ‘Google maps of the Internet’, providing the only collectively powered view of digital experiences end-to-end. We enable our customers made up of the world’s largest and fastest-growing brands, to identify problems before they impact revenue, brand reputation, or 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 hearing words or acronyms like TTR, CSAT, Backlog, Case complexity or customer sentiment 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 interpersonal skills and demonstrated success in using analytics to understand and influence business decisions. 

Role Location: Mexico City, Mexico; Remote Mexico 

• Build and maintain Salesforce dashboards that present ThousandEyes leadership with accurate, up to date data on demand
• Recommend improvements for our Customer Engineering Team's Salesforce workflows based on best practices
• Lead SFDC improvement projects and Service Cloud implementation
• 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.
• 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
• Generate data driven insights to answer key questions that are pressing to team members

• 3 – 5 years Salesforce admin experience
• Proven track record 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 collaborators and work closely with them to identify acceptable solutions
• Excellent documentation skills
• Experience crafting detailed reports and giving presentations
• 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, colour, 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.

The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.