Business Analytics Specialist

hace 5 días

San José, Costa Rica Microsoft A tiempo completo

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Modern Life, Gaming and Customer Service (MLGCS) team is a group of 350+ Microsoft employees and over 9,500+ Delivery Partners Advocates spanning 40 sites across the globe. The MLGCS organization provides service and support for all Microsoft consumer products and services, as well as commercial customer service support, customer protection and fraud. We enable and protect Microsoft’s customers through creating a people first culture, adding value for every customer and helping our customers be safe and secure.

As a Business Analytics Specialist, you will be joining the CSS Fraud Prevention team whose mission is to reduce loss within the support organization and safeguard customers, assets, empowerment programs and trust. You will be expected to lead the technical approach behind the audit program that identifies out-of-policy actions by support advocates where loss occurred. You will have the direct support of a small delivery partner team and will oversee the managed service. This team is in the IST time zone which will require your time to be split between connecting with partners in CST as well as driving prioritization with the IST team. You will build connections with a variety of engineering groups to drive new support tools and audit features that reduce risk associated with the issuance of assets. This opportunity will allow you to accelerate your career growth, further develop technical strengths, sharpen your influence for impact skills and become adept at Analytical Problem Solving. This role is flexible in that you will be able to partner with your manager to define the way that you’d like to work, whether that is in the office or from home.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

**Responsibilities**:
1. Through close engagement you will partner with Risk Managers on support scenarios to discover the underlying reason driving loss within the support organization.

2. Utilizing Power BI and Azure offerings you will administer the end-to-end development and maintenance of Targeted Audit Reports to locate out-of-policy actions.

4. You will be accountable for each Targeted Audit Report consistently maintaining a 95% accuracy, lead daily syncs to set priorities and ensure business needs are accurately interpreted to the technical requirements.

5. As the audit architect, you will help achieve the future of auditing by designing and implementing a program to automate all Targeted Audit Reports.

6. You will build relationships with engineering groups to advocate for new audit logs, tool features and create the associated engineering specs to support risk reduction through auditing.

**Qualifications**:

- 5+ years professional experience in fraud, compliance, risk management or related industries
- Proficiency in data analytics with experience using relational (SQL) databases

**Preferred Qualifications**
- Master’s in Data Science, Computer Science, Information System, or other related fields.
- Experience in leading and managing large scale projects
- Knowledge of Machine Learning fundamentals
- ETL process and experience in nonrelational databases such as Cosmos
- Experience in supervision of a managed contract

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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