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.

We’re looking for an inquisitive Technical Support Operational Analyst who has a strong passion for practical data and is eager to drive operational improvements and sound product decisions. 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. 

• 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.
• Build and maintain dashboards that present ThousandEyes leadership with accurate, up to date data on demand.
• Lead SFDC improvement projects and Service Cloud implementation
• 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
• Experience implementing Service Cloud in a technical support setting
• Prior technical support experience – be familiar with case flows, SLAs, customer satisfaction/survey generation, and support metrics
• Demonstrated ability with problem solving and providing practical recommendations using large volume data sets from multiple sources
• 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.
• 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.
• Strong proficiency in Looker, Excel, Power point, Tableau, Business Objects and other existing dashboards and tools related to delivery operations are a strong plus.