Data Analyst - Global Customer Service Operations

Job Responsibilities

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/Financial Force), Salesforce, Net Suite, and other platforms.

Develop exception and trend reports to identify and alert management to anomalies, risks, and opportunities in project delivery and resourcing.

Process & Systems Enhancement: partner with 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-Net Suite 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, Net Suite).
• 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/Financial Force) 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 Net Suite or other financial/ERP platforms.
• Experience supporting globally distributed service or operations teams.

Kaleris is an equal opportunity employer.