Business Analyst Event and Escalation Management

Position Overview:

We are seeking a detail-oriented and experienced Business Analyst to join our Event and Escalation Management team. This role is crucial in ensuring the integrity, quality, and efficiency of our event and escalation management processes. The ideal candidate will be responsible for coordinating with various stakeholders, ensuring seamless integration of event data, and enhancing our incident and escalation management processes through insightful data analysis and reporting. A strong focus on maintaininghigh standards of quality and operational efficiency is essential.

Key Responsibilities:

• Event Data Management and Integration: Ensure that event data sources are effectively integrated and compatible with our consolidated data warehouse. Develop and maintain robust data models that support efficient data processing and reporting.

• Incident and Escalation Reporting and Analytics: Build compelling and informative reports using PowerBI and PowerPoint. Analyze data to derive actionable insights that support incident and escalation management objectives.

• KPI Development: Collaborate with stakeholders to identify and define key performance indicators (KPIs) that measure the effectiveness of event and escalation management processes.

• Compliance and Collaboration: Work closely with Infrastructure Service Managers to ensure compliance with incident and escalation management standards across various organizational units.

• Stakeholder Engagement: Drive adoption of new systems and processes by building strong relationships with internal stakeholders and providing ongoing support and training.

• Quality Assurance: Spend significant time conducting Quality Assurance reviews of Outage calls to extend baseline metrics used in calibrating call quality metrics.

Qualifications:

• Proven experience as a Business Analyst, preferably in event and escalation management or a related field.

• Strong proficiency in PowerBI and PowerPoint, with a solid track record of developing data models and generating insightful reports.

• Excellent understanding of data integration and the principles of data quality and consistency.

• Demonstrated ability to collaborate effectively with both technical and non-technical stakeholders.

• Proven experience with outage bridges and outage management.

• Bachelor's degree in Information Systems, Computer Science, Business Administration, or related field.

Why Join CDK Global?

• Innovative Culture: Join a team where creativity and forward-thinking are at the heart of market innovation.

• Impact: Directly influence the strategic direction and operational efficiency of a leading company in the automotive retail technology sector.

• Career Growth: Benefit from vast opportunities for professional development and advancement.

• Competitive Compensation: Enjoy a competitive salary, comprehensive benefits package, and flexible work arrangements.