Senior Service Business Intelligence Analyst

Position Summary:

Provides analytics and business intelligence insights to enable the North America Service & Support leadership team to make informed strategic decisions that drive revenue. The role will act as a consultant to Senior Leadership of Service & Support with a focus on reporting, analytics and fostering strong relationships with business partners (eg. Service, Sales, Finance, IT). They will be looked upon to perform ad-hoc analyses for the business, develop insights that drive actions, and to identify new areas for growth or improvement.

This person will be a subject matter expert in this field and will help to lead this function.

Key Accountabilities
Essential Functions:

• Proactively identifies trends, risks, and opportunities for the business that could impact Service & Support objectives, strategy and tactics.
• Presents insights to Service & Support leadership.
• Responsible for continuous improvement related to data reliability and responsiveness to requests from business.
• Articulates and concisely explains the strategic implications of complex data to key stakeholders using visualization tools such as MS Power BI to curate and display data from multiple sources.
• Develops reporting, dashboards and analysis that enable business decisions to drive revenue and profitability.
• Performs other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Internal Networking/Key Relationships:

• North America Commercial Operations
• Client Services
• Finance
• IT

Minimum Knowledge & Experience for the position:

Education:

• Bachelor’s degree in Business Administration, Finance, Business Analytics or related field required. Master’s degree preferred.

Experience:

• Minimum of 5-7 years of work experience in Sales Operations, Service Operations, Finance or Business Analysis function required. Experience in Medical Device/ IVD industry preferred

Additional Skills/Knowledge:

• Expert skills with MS Excel required.
• Experience with data visualization tools such as MS Power BI or Tableau required.
• Strong computer skills, including Microsoft Office, databases, web-based applications, etc.
• Experience with CRM and ERP systems required.
• SAP experience preferred.
• Knowledge of service logistics, field service operations, and customer support systems preferred.
• Experience leveraging statistical analysis, business intelligence tools, and operational data to identify meaningful trends, uncover root causes, forecast future performance, and deliver actionable insights that drive strategic and operational decision-making.
• Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.

Skills & Capabilities:

• Customer-first mindset.
• Excellent aptitude for working with large amounts of data and an eye for details.
• Highly focused, accurate and thorough in work.
• Ability to present data to end users in a digestible manner.
• Proven experience as a collaborative team player.
• Critical-thinking and problem-solving skills; ability to deal with ambiguity.
• Excellent verbal and written communications skills.
• Ability to work independently to organize and prioritize tasks.
• Able to thrive in a fast-paced, deadline-driven environment.

Travel Requirements:

• Up to 25% of the time.

The annual base salary range for this role is currently $130,000 to $160,000 range. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.

• medical, dental, and vision insurance
• 401k plan retirement benefits with an employer match
• paid vacation and sick leave
• commission plan participation for…