Analyst / Business Analyst

Techworkers; North Carolina; On-site; USD 71,524 - 80,796; Full time

Job summary

Techworkers is looking for a highly skilled Business Analyst to enhance the Cisco Customer Experience. This role involves managing escalation communications regarding service entitlement exceptions, analyzing customer service behaviors, and supporting process improvements.

The ideal candidate has a BA/BS degree, 8+ years in a relevant field, and proficiency in tools like SQL and Tableau. The position offers a maximum pay rate of $58.65/hour.

Qualifications

• 8+ years of experience in relevant field.
• Strong customer service and communication skills required.
• Track record of process improvements in exception management.

Responsibilities

• Create communications for all escalated entitlement exceptions.
• Utilize internal tools for customer services consumption analysis.
• Work closely with Service Entitlement and Service Compliance organizations.

Skills

Customer service/support experience

MS Office proficiency

SQL proficiency

Tableau proficiency

Strong communication skills

Education

BA/BS degree

Tools

Tableau

Oracle BI

Job description

Job Description

What You’ll Do

The Service Entitlement team within the Cisco Customer Experience organization is seeking a strong, skilled Business Analyst to join a team that will handle Cisco Entitlement Exception Management (CEEM) escalations. In this capacity, you will be part of a small team of Analysts creating key communications to inform stakeholders of Cisco Customer and Partner service behaviors. You will be part of a team that ensures Cisco’s Customers and Partners are treated consistently and have the right level of service coverage to support their business needs.

• Create a customer account overview (closed loop metrics, customer services consumption overview, behavioral analysis) communication to Directors/VP’s of all escalated entitlement exceptions globally
• Utilize internal tools (Tableau, BI Dashboards) to assess Customer and Partner services consumption behaviors
• Work closely with the Service Entitlement and Service Compliance organizations on lead generation for non-compliant customers and partners
• Work through assigned case load in a timely manner, providing required updates to management

Qualifications

Minimum Qualifications/Desired Skills

• BA/BS degree, and 8+ years’ experience in relevant field
• Proficiency in MS Office, Excel
• Proficiency in SQL, Tableau, Oracle BI a plus
• Proven track record of strong customer service/support experience
• Excellent written and verbal communication skills with various levels of the organization
• Have a six sigma type mentality and help drive ongoing process improvements to exception management

Max Pay Rate W2- $58.65/hour; Target $51.92
Max Pay Rate C2C- $66.35/hour; Target $58.65

Additional Information

All your information will be kept confidential according to EEO guidelines.