Support Operations Senior Data Analytics Administrator

Responsible for planning, developing, implementing, and reporting on Support, Cloud Operations, and Customer Success metrics using both traditional BI tools and AI-driven analytics. Drives program governance for Google BigQuery, Looker Studio, Tableau, and Jira. Leverages machine learning models, predictive analytics, and Generative AI to analyze complex support datasets, uncover hidden trends, automate operational workflows, and deliver proactive insights that optimize support systems and processes.

- Accurately analyze and collect data to create business reports that provide insight into key data points for Support’s initiatives. Monitor and communicate performance data, usage accuracy and ROI. Watch for unusual trends or anomalies and engage appropriate leaders where action is required. Provides direct assistance as requested to prepare reports or analyze data from all levels of management within Support.

- Oversee and administer Tableau, Looker/Data Studio reports, Jira Dashboards, etc. Utilize established QAD processes and tools to verify data accuracy for audits. Monitor automated processes to ensure consistent and correct processing of data – and take a leading role in investigation and resolution of any issues.

- Use generative AI and machine learning to analyze past support interactions to extract trends and automate actions. Perform data analysis for generating and distributing management reports in an accurate and timely manner. Prepare and publish Monthly and Quarterly performance metrics for Support, including ROI results, and prepares quarterly accruals and final achievement reports.

- Contribute to departmental projects – including leading select initiatives independently.

- Support day to day operations, monitoring and problem resolution for any issues that arise with the governed tools and processes.

- Other duties as assigned

Responsibilities

Planning, developing, implementing, and reporting on Support, Cloud Operations, and Customer Success metrics using both traditional BI tools and AI-driven analytics; Driving program governance for Google BigQuery, Looker Studio, Tableau, and Jira; Leveraging machine learning models, predictive analytics, and Generative AI to analyze complex support datasets, uncover hidden trends, automate operational workflows, and deliver proactive insights; Accurately analyze and collect data to create business reports that provide insight into key data points for Support’s initiatives; Monitor and communicate performance data, usage accuracy and ROI; Watch for unusual trends or anomalies and engage appropriate leaders where action is required; Provides direct assistance as requested to prepare reports or analyze data from all levels of management within Support; Oversee and administer Tableau, Looker/Data Studio reports, Jira Dashboards, etc; Use generative AI and machine learning to analyze past support interactions to extract trends and automate actions; Prepare and publish Monthly and Quarterly performance metrics for Support, including ROI results, and prepare quarterly accruals and final achievement reports; Contribute to departmental projects, including leading select initiatives independently; Support day to day operations, monitoring and problem resolution for any issues that arise with the governed tools and processes; Other duties as assigned

Requirements

Education in, or equivalent experience in a high-tech Customer Support industry; Professional degree: Data Analytics, Business Administration; Minimum of 3 years of experience in data management, reporting platforms, and enterprise analytics; Proven track record of analyzing large, complex datasets to uncover trends and derive actionable business insights; Hands-on experience applying Generative AI, Natural Language Processing (NLP), or Machine Learning to analyze unstructured customer/support interaction data and automate reporting actions; Proficiency in data collection with familiarity in contracts or intellectual property entitlement; Strong planning, critical thinking, and problem-solving skills; Data analytics, Tableau, Google Data Studio, and Business Analytics/Intelligence is required; Hands-on expertise in Advanced SQL Techniques (Window Functions, CTEs, Joins, Views, Scheduled Queries, etc); Perform data preparation, transformation, and validation using SQL, Excel, BI Tools; Experience in developing, designing and building BI dashboards and reports using Looker Studio and Tableau; Apply data modelling techniques to ensure scalable and reusable analytical datasets

Nice to have

Computer programming experience; CRM; CMDB; Project management experience

Benefits

Structured Mentorship program and training designed for rapid career development; Inclusive Culture with collaborative and inclusive environment that champions learning, growth, and diverse perspectives