Analyst, Channel Data services

RESPONSIBILITIES:

• Acquire expert level knowledge with solutions, products or services deployed for their respective customers.
• Independently & effectively respond to customer tickets/Partner queries/internal communications.
• Seamlessly work on data related to scheduled or unscheduled activities, take full responsibility by keeping all stakeholders informed.
• Strictly compliant with the tools/applications adoption, is conversant and do not take non-standard approach. Always recommend/insist best practices to follow within the team.
• Is familiar with all SLAs for customers, always on-time and accurate process & delivery like reports/feeds processing/feedout/ART etc.
• Available during non-business hours to work towards the resolution of Sev1 & Sev2 issues.
• Strongly reflects on e2open Principles, understands organizational goals and work towards achieving them.
• Independently work on complex customer queries/tickets and requests which requires deep diving into data to address, clear and crisp presentation of ideas and solutions.
• Be a SME, train and guide other team members on day today operational matters, liaison with cross functional teams on matters of customer delivery aspects, conduct team meetings independently.
• Capable of supporting multiple customer operations, participate actively discussions with CDSMs.
• Create wow factor leading to customer appreciations through excellent handling of queries requests etc.
• Support automation drive through well planned and structured UAT.
• Extend seamless back up support, effectively prioritize, execute tasks in timely manner to achieve all SLAs.
• Continuous review of all process steps and eliminate redundant manual touch points, identify legacy processes and initiate discussion with customer to eliminate such manual work.
• Efficient process document management, simplify processes and data handling.
• Demonstrate good analytical skills to slice and dice the data, always complete assigned training for the role well ahead of the timeline.
• Create metrics and advise customers on the trend and issues in the data and recommend, to make relevant changes, provide meaningful insights into data to the customers.
• Evaluate and conduct sessions on adopting new features, drive new platform features adoption within the team.
• Independent in supporting SCRs related changes, implement RPA and Python scripts to reduce manual work.

QUALIFICATIONS AND EXPERIENCE:

• Graduate/Masters from premier institute.
• 1+ years of experience in data management and analytical field.
• Excellent soft skills, comprehension, articulation, communication (both written and verbal) skills essential.
• Flexible to work in different shift timings and is available at non-business hours to support critical requests or issues impacting organization and customer business or service.
• Outstanding analytics, troubleshooting, problem-solving skills, always thinking out of the box.
• Versatile working in a team with diverse thoughts and different dynamics.

PHYSICAL REQUIREMENTS:

• General office environment and responsibilities requiring:
  • Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday.
  • Occasionally moving and lifting objects up to 20 pounds.
  • Flexible to visit all office locations regularly at Bangalore.