Data Analyst - Global Customer Service Operations
Kaleris
Job Description: Main Job Responsibilities
Data Analytics & Insight Creation
Data Analytics & Insight Creation
- Develop, maintain, and enhance dashboards, reports, and analytical tools (using Excel, Power BI, Tableau, and other solutions) to provide real-time operational and financial views into Professional Services activities.
- Design and generate recurring and ad hoc analyses covering utilization, revenue, bookings, time-to-value, and other core KPIs for PS and related business units.
- Extract, aggregate, and integrate data from Professional Services Automation (PSA) tools (e.g., Certinia/FinancialForce), Salesforce, NetSuite, and other platforms.
- Develop exception and trend reports to identify and alert management to anomalies, risks, and opportunities in project delivery and resourcing.
- Partner with key stakeholders to define, document, and continuously improve the analytics processes supporting PS operations.
- Contribute to system/process integration initiatives , such as maintaining or enhancing PSA-to-NetSuite data pipelines.
- Serve as an internal subject matter expert on analytics data sources, tools, and best practices within the PS organization.
- Present findings and actionable insights in clear, concise written and verbal form to stakeholders at all organizational levels.
- Collaborate cross-functionally with Resource Managers, project leaders, regional heads, and Finance/IT to meet evolving data/reporting needs.
- Support ongoing data quality initiatives and act as an advocate for data-driven decision-making in the Services business.
- Prepare regular (weekly, monthly, quarterly) performance reports and presentations for management review.
- Lead or support process improvement projects aimed at increasing automation and efficiency within the analytics/reporting cycle.
- Stay current with industry analytics tools and methodologies; recommend enhancements to Kaleris' analytics capabilities as appropriate.
- Support the roll-out and training for new analytics/reporting tools or processes as needed.
- Bachelor's degree in business analytics, information technology, data science, finance, or a related field.
- 1-2 years (including internships/co-op) of hands-on experience in data analytics, business intelligence, or a similar analytical role (ideally within professional services, SaaS, or consulting environments).
- Demonstrated proficiency with Excel and at least one major dashboard/reporting tool (e.g., Power BI, Tableau).
- Experience with data extraction, transformation, and integration across multiple systems (e.g., PSA tools, Salesforce, NetSuite).
- Ability to define, calculate, and explain business and operational KPIs.
- Clear and concise communication skills (written and verbal). Ability to present data in an actionable and audience-appropriate manner.
- Assertive problem-solving and analytical skills, with high attention to detail.
- Familiarity with Professional Services Automation tools (preferably Certinia/FinancialForce) and Salesforce is strongly preferred.
- Ability to work collaboratively in a multi-cultural, geographically distributed team environment.
- Experience in Resource management
- Experience in process mapping, data governance, or business process improvement.
- Exposure to automation technologies (RPA, low-code platforms, etc.).
- Familiarity with NetSuite or other financial/ERP platforms.
- Experience supporting globally distributed service or operations teams.
Vacancy posted 10 hours ago
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