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Analyst / Business AnalystTechworkers • Raleigh, North Carolina, United States
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Analyst / Business Analyst

Techworkers
  • US
    Raleigh, North Carolina, United States
  • US
    Raleigh, North Carolina, United States
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About

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.
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  • Raleigh, North Carolina, United States

Languages

  • English
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