Analyst​/Business Analyst

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

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

All your information will be kept confidential according to EEO guidelines.