Senior Data Analyst (Business Intelligence), Support

At Cisco Meraki, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology, we can free passionate people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality.

Cisco Meraki’s Support group is a growing, global, and diverse team of highly knowledgeable and empathetic customer advisors. We strive to guide our customers to successful outcomes with a mix of strategic thinking and the grit to execute the next best action.

About the role:

Cisco Meraki is looking for a Senior Data Analyst (BI), Support to deliver the data-driven insights that will improve the lives of our best-in-class Support team. You will be working alongside and embedded with our Support development teams and you’ll directly feel the positive impact that your projects have on our grateful users. We focus on data and insights around our Support team’s work in Salesforce and related case, phone, and integration systems.

A typical work week might consist of:

• Discovering the contributing factors to an unexpected rise in daily cases/calls.
• Creating a powerful dashboard from disparate sources that shines new light on opportunities to simplify a Support process.
• Scoping the requirements of a new analysis request with sharp questions that cut to the core of the problem and the potential value.

Primary Responsibilities:

       40% Analytics Projects

• Lead high-impact analysis efforts that serve to improve day-to-day operations and long-term strategy for Support.
• Divide complex analysis projects into manageable parts and devise delivery plans.
• Extracting, transforming, and loading (ETL) raw data to quickly and effectively iterate through questions.
• Deliver polished communications that are the source of truth for project status and findings to inform a wide variety of business collaborators.
• Work multi-functionally with our Data Infrastructure, Strategy, Business Systems, and Engineering teams to achieve novel data sets and reporting.

       40% Operational insights and Reporting

• Build custom data sets, reports, and dashboards for Support-related metrics.
• For example: agent, phone, and case activity baselining and trending.
• Forecast key metrics and associated trends and provide practical suggestions to leadership.
• Enable business partners to self-service their data needs through documentation and templated reports/dashboards.
• Independently uncover high-value targets for operational process improvement by analyzing trends in Support data.
• Proactively maintain data integrity and quality by investigating anomalous reports, trends, and metrics.

       20% Professional Development

• Stay well-versed in our internal Salesforce and Data Infrastructure ecosystems.
• Find the intersection between your personal development interests and our business needs to identify side projects.
• Grow your technical skills by completing classes from our robust learning catalog.
• Explore new tools and standard methodologies in data analysis.

Preferred Qualifications:

• 4+ years of experience working with data from the Salesforce platform.
• Relevant Salesforce certifications and/or Trailhead badges are a big plus.
• 4+ years of experience in enterprise-level data analysis and reporting tools:
• Salesforce Einstein Analytics, Snowflake, and/or Tableau
• MicroStrategy and Google Analytics
• Tag Manager experience is a plus
• SQL and/or Salesforce SOQL
• R and/or Python
• Presentation and communications experience with executive-level audiences.
• Project management skills with the ability to quickly react to changing priorities and deadlines.
• Process engineering experience is a plus.
• Examples of analysis work spanning multiple teams (Product, UX, Support, Engineering, etc.).
• Prior experience with Support or Service organizations is a big plus.
• Experience working in and alongside Agile software development lifecycles and practices.
• Bachelor's degree in Computer Science, Information Technology or related technical field.

Why Cisco Meraki:

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars! We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, encourage innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone. 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.

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