At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, what's the role all about
The Business Applications Analyst is responsible for the collection, analysis, and reporting of services & operations related data in an on-going effort to increase overall services productivity. This position monitors and maintains services & operations related data through both active modification and process improvements. The development and tracking of key performance indicators that will be critical to enhance the understanding of the business and to improve decision-making. The Services Operations Analyst provides overall support to the services & operations team.
The Business Applications Analyst creates both standardized & custom reports/dashboards, conducts quantitative services & operations analysis, and assesses future needs and data integrity. He/she must utilize and develop standardized tools, methodologies, and business processes aimed at improving operational efficiency.
As a Business Applications Analyst, a Typical Day Might Include the Following:
- Assist services representatives gathering data, creating reports and dashboards
- Create and distribute analytical reports including ad hoc and custom reports for services
- Maintaining data integrity
- Audit accounts, opportunities, projects, cases, etc. in CRM and partner with account owners to ensure data integrity
- Project Management for projects submitted or related to services owned software
- Create services process documentation and identify/lead improvement initiatives
- Assist in data amendments and perform data clean up in CRM System
- Conduct QM Training sessions for new hires and facilitates refresher training programs
- Conducts weekly CSAT analysis
- Publishes and maintains knowledge articles for Quality Management and Technical Support
- Collaborate with Education Professionals to develop training courses
- Works with cross-functional teams to enhance service quality and uphold board certification standards
To Land This Gig You'll Need:
- Bachelors Degree in Business, Economics, Statistics or related field or equivalent work experience required.
- 3-5 years experience with data analysis and written analysis
- Excellent problem solving skills
- Ability to apply a wide range of business skills and analysis to the function
- Ability to effectively prioritize and adjust to multiple demands
- Proficient in Microsoft Office Tools
- Advanced Microsoft Excel skills
- Effective interpersonal skills. Able to communicate effectively across all levels of management
- Strict attention to detail
- Excellent organization skills
Experience Preferred
- Salesforce report building and CRM administration
- 2-3 years experience in creating and maintaining PowerBI reports and dashboards
- Experience in SQL is a plus (but not required)
- SaaS business experience
- B2B experience
This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
About NiCE
NICELtd. (NASDAQ: NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
