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Position Summary: We are seeking a skilled and detail-oriented Business Intelligence Analyst with expertise in Salesforce, Jira, and IVR reporting. The ideal candidate will be responsible for analyzing business data, generating actionable insights, and creating reports that support strategic decision-making across the organization. This role requires a deep understanding of data management, analytics tools, and the ability to translate complex data sets into clear, actionable insights.
Key Responsibilities:
• Data Analysis & Reporting:
◦ Develop, maintain, and automate reports and dashboards in Salesforce, Jira, and IVR systems.
◦ Analyze large data sets to identify trends, patterns, and opportunities for business improvement.
◦ Create and deliver detailed business intelligence reports to stakeholders, ensuring data accuracy and relevance.
• Stakeholder Collaboration:
◦ Work closely with cross-functional teams to understand business needs and translate them into technical requirements.
◦ Collaborate with stakeholders to define key performance indicators (KPIs) and metrics to monitor business performance.
◦ Provide recommendations based on data analysis to support strategic planning and decision-making processes.
• Tool Management & Optimization:
◦ Optimize the use of Salesforce, Jira, and IVR reporting tools to ensure efficient data management and reporting processes.
◦ Continuously evaluate and enhance the BI tools and systems to improve data collection, storage, and reporting capabilities.
◦ Train and support team members on best practices for using BI tools and interpreting data.
Qualifications:
• Education:
◦ Bachelor’s degree in Business, Information Systems, Data Science, or a related field.
• Experience:
◦ 4+ years of experience as a Business Intelligence Analyst or in a similar role.
◦ Proven experience with Salesforce, Jira, and IVR systems.
◦ Strong experience in data analysis, report generation, and dashboard creation.
• Technical Skills:
◦ Advanced knowledge of Salesforce reporting and dashboard capabilities.
◦ Familiarity with Jira reporting tools and IVR data analysis.
◦ Experience with data visualization and storytelling techniques.
• Soft Skills:
◦ Excellent analytical and problem-solving skills.
◦ Strong communication skills with the ability to convey complex data insights to non-technical stakeholders.
◦ Ability to work independently as well as in a collaborative team environment.
◦ Detail-oriented with a commitment to delivering high-quality work.
Preferred Qualifications:
• Certification in Salesforce, Jira, or related BI tools.
• Knowledge of customer service and call center operations.