Description
Consolidate information from multiple sources and produce assigned analysis.- Investigate and solve reporting inconsistencies by identifying and confirming root causes
- Define, track, and report on organizational metrics related to software applications
- Gather data from various IT sources, including Sales force/Service Cloud
- Gather data from personnel sources, including Global Application Support Teams
- This will require flexibility in scheduled hours.
- Review data, compile metrics, and prepare reports for senior management review
- Contribute ideas for improving organizational processes
- Keep the Project Manager (PM) and others informed about project status and technical issues
- Create and review process documentation
- Generate standard and ad hoc support system views and reports within the Sales force/Service Cloud tool
- Support the development, implementation, training, and general administration of the Sales force/Service Cloud tool
- Generate, administer, and report out customer satisfaction surveys
High School diploma or equivalent required
- 1-2 years of experience in the technology services or related industry
- Experience in quality control methods
- Must be highly organized, possess strong attention to detail, and demonstrate the ability to work under pressure
- Must be able to adjust to changing priorities
- Work as a member of a team with collaborative decision making
- Must demonstrate professionalism and diplomacy and be able to work with a variety of personalities
- Must be flexible, well organized, and assertive in order to complete multiple tasks and meet the demands placed on his/her time
- Must be able to communicate with others in a concise, productive and professional manner.
- Must possess strong verbal and written communication skills
- Proficient with Microsoft Excel and Word. (Excel specifics include: Pivot Tables, Generating Graphs, data table lookups, & writing formulas)
- Bachelor's degree or equivalent work experience preferred