Operations Business Analyst

Partnering with stakeholders across the Technical Services (post-sales support) team, Analytics, Finance, and other teams around the business, this role surfaces key insights to drive business decision-making. The Business Analyst will own recurring business reporting cadences, support strategic and ad-hoc analysis, and help translate complex operational data into clear recommendations for leaders across the organization.

This role requires strong analytical and technical skills, operational rigor, an ability to work across multiple functional areas, and a data-first mindset in a fast-paced environment. The ideal candidate is passionate about understanding and communicating customer experience and business performance through data, and is comfortable balancing repeatable operational reporting with deeper analytical work.

We are looking to speak to candidates who are based in the eastern timezone and ideally can go into the office for our hybrid working model.

Responsibilities

• Own recurring business reporting cadences and deliver high-quality, on-time reporting materials for leadership reviews, performance reporting, and operational planning
• Conduct a thorough first pass of the data for each deliverable by identifying meaningful trend changes, anomalies, open questions, and areas that warrant deeper follow-up, so reporting is paired with insight rather than just raw metrics
• Drive analyses of Technical Services business processes, service performance, pricing models, deal structures, and other operational topics; highlight actionable insights and communicate trends that help the business grow and scale
• Support recurring financial, forecast, and capacity-related analysis in partnership with Finance and cross-functional stakeholders
• Partner closely with Analytics, Data Engineering, and Data Architecture teams to ensure data is ingested, cleaned, configured, and documented in a consistent and accurate manner
• Consult with stakeholders on what data and reporting they need to measure performance and evaluate initiatives; design and build dashboards that empower stakeholders to self-serve according to business requirements
• Translate analyses into concise narratives, recommendations, and reporting that can be consumed by both technical and non-technical audiences, including senior leadership
• Balance recurring reporting commitments with scoped strategic and ad-hoc analyses as priorities require

Skills & Attributes

• 5+ years of hands-on analytics and business reporting experience (or 3+ years with an MBA or equivalent degree), ideally within or partnering with customer-facing organizations
• Skilled at cleaning, transforming, and blending data via programmatic methods such as Python and/or SQL
• Strong understanding of sales and services processes, especially in SaaS or subscription-based businesses, and experience applying data analysis techniques to business performance questions
• Experience reporting on Salesforce data
• Experience working with senior management and presenting to senior or executive leadership
• Ability to query, transform, and analyze raw data, draw conclusions, and develop actionable recommendations
• Strong instinct for identifying data signals, trend changes, and potential anomalies, and for turning those observations into focused follow-up questions or recommendations
• Experience creating automated dashboards designed for stakeholder self-service in Tableau
• Effective at communicating technical concepts and data stories to non-technical audiences
• Able to evaluate competing priorities and tradeoffs within own responsibilities, manage workload effectively, and meet deadlines
• Experience with Technical Support businesses and/or products is a major plus

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