Job Description
As a Junior Business Analyst, you will support the operations and client success teams by analyzing data, documenting processes, and assisting in the delivery of insights that improve customer experience and operational performance. This is an excellent opportunity to grow your analytical and business skills in a fast-paced, tech-driven environment.
We are looking for an operations expert who consistently has their finger on the pulse of our day-to-day tactical operations and can lead internal teams to deliver on customer commitments. They are process-oriented, ensure adherence to procedures, and can expertly navigate operational challenges. The key for this role is that everything that is done is with the customer at the front of mind focusing on Simple, made possible every day they do business with NCR.
AREAS OF RESPONSIBILITY
- Support Client Operations
- Assist in tracking and reporting performance metrics for client operations.
- Help implement initiatives that promote a customer-first culture and service excellence.
- Customer Experience & Feedback
- Collect and analyze customer feedback (e.g., NPS surveys) to identify trends and improvement opportunities.
- Support cross-functional teams in executing changes that enhance customer satisfaction.
- Cross-Team Collaboration
- Work with internal teams to document business requirements and improvement opportunities.
- Participate in meetings and help maintain clear records of decisions, action items, and follow-ups.
- Data Analysis & Reporting
- Assist in gathering and analyzing operational data to identify inefficiencies and opportunities.
- Help build and maintain dashboards and reports for internal and client use.
- Incident & Escalation Support
- Support incident response efforts by documenting issues and resolutions during outages or escalations.
- Ensure timely communication and follow-up actions are tracked and completed.
- Financial & Contract Support
- Help monitor contract performance, billing accuracy, and payment timelines.
- Assist in identifying financial variances and support process improvements.
- Continuous Improvement
- Contribute to exception reporting and help identify areas for operational enhancement.
- Support the development and implementation of process improvements.
Qualifications:
- Bachelor's degree in Business, Information Systems, or a related field.
- 2-5 years of experience in a business analyst or operations support role
- Basic understanding of SaaS business models and retail operations is a plus.
- Proficiency in Microsoft Excel; familiarity with data tools like SQL, Power BI, or QuickBase is a must
- Strong communication, organizational, and problem-solving skills.
- Eagerness to learn, collaborate, and grow in a fast-paced environment.
- ITIL and/or Agile certification with a strong understanding of escalations and incident management
