Strategic Business Analyst

hace 3 semanas


San José, San José, Costa Rica Splunk A tiempo completo
Customer Success - Support Operations Team Member

Splunk is committed to building a safer and more resilient digital world. Our unified security and observability platform is trusted by leading enterprises to keep their digital systems secure and reliable.

Key Responsibilities:

As a member of the Customer Success - Support Operations team at Splunk, you will be responsible for crafting, implementing, and managing enterprise-wide support processes and programs. Your expertise in business analysis, process design, and project management will be essential in leading the implementation of vital tools, processes, and reporting to ensure the success of our support resources across various skills.

You will work collaboratively and independently to provide project management and business analyst support for continuous improvements in support and improving our customer experience, performance, and productivity while managing costs.

Your Impact:

You will understand the company's customer success - support operating model and commercial objectives and how they translate into efficient and standardized business processes. You will also collaborate with Technical Support Managers in process delivery and process re-engineering; anticipate requirements, uncover areas for improvement, and develop/implement solutions.

Requirements:

5+ years of Business Process Improvement and Project management experience. Solid background in establishing current state Customer Support (Technical Support) process models and providing process improvement / redesign. Validated experience in a high growth, highly scaled SaaS environment. Strong organizational and business analysis skills. Familiar with/ able to drive the Agile development and release methodologies, especially for automation of business processes, improvements/ redesigns. Broad expertise in one or more of the following areas (Go to Market (GTM), Technical Support, Customer Service, Customer Success, Renewals Process & Operations). Ability to work across multi-functional groups and ensure ability to influence and implement across groups. A passion for technology and an ability to identify new opportunities for efficiency and productivity. Consulting or Six Sigma experience preferred. Bachelor's degree/foreign equivalent in a related field or meaningful relevant on the job experience.


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