Senior Data Reporting & Analytics Lead

Kaiser Permanente; Pasadena (CA); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Kaiser Permanente in Pasadena is seeking a Senior Reporting Analyst to support, maintain, and enhance data, reporting, and analytics across enterprise contact center platforms, with emphasis on NICE CXone. You will partner with operations, engineering, and business stakeholders to translate requirements into scalable reporting solutions, ensure data quality, and drive incident resolution.

This role also leads configuration, installation and support of network/telephony hardware, VoIP systems,

Qualifications

• Minimum four (4) years experience in network/telephony system and user support.
• Minimum two (2) years in a leadership role working with IT or operational teams.
• Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field.
• Eight (8) years IT experience in a support or operations environment.

Responsibilities

• Leads configuration, installation and support of network/telephony hardware, software, and VoIP systems.
• Leads ACD reporting, ACD call flow, vendor management, projects and consultation.
• Resolves complex problems while managing the Network and Telephony infrastructure and environment.
• Mentors junior staff and contributes to knowledge sharing and documentation.

Skills

Analytical Skills

Attention to Detail

Communication

Problem Solving

Decision Making

Cross-Group Collaboration

Leadership

Learning Agility

Organizational Skills

Diversity, Equity, and Inclusion

Teamwork

Topic-Specific Communication

Health Care Industry

Education

Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field

8+ years IT experience in a support or operations environment

Job description

Kaiser Permanente in Pasadena is seeking a Senior Reporting Analyst to support, maintain, and enhance data, reporting, and analytics across enterprise contact center platforms, with emphasis on NICE CXone. You will partner with operations, engineering, and business stakeholders to translate requirements into scalable reporting solutions, ensure data quality, and drive incident resolution.

This role also leads configuration, installation and support of network/telephony hardware, VoIP systems,