Business analyst, support job description

This position is responsible for identifying critical customer insights through data consumption and analytics pertaining to escalations within the specialized and escalated support services for all programs and from escalations originating from external partners and teams across the organizational matrix. This position will require a unique blend of communication savvy, data storytelling skill, and critical thinking applied to multiple data sets and scenarios.
Responsibilities:

Gather, consume, and interpret data across all products and customer types and provide intelligence and insights to the Customer Experience and leadership within the Test Taker Experience team (and broader groups potentially)
Identify trends and anomalies for further investigation or corrective action
Maintain knowledge of service trends and benchmarks within and outside of our product markets
Measure and report data-based outcomes for improvement or feature implementations
Partner with product owners and senior director to identify future data needs
Understands the KPI, targets and operational timing underpinning the data sets to draw appropriate conclusions and recommend meaningful action plans

Knowledge & Skills:

Proven experience in an analyst role, prefer a customer-centric previous role
Demonstrated skill in data storytelling with the ability to package material appropriately for audiences at different organizational levels
Advanced Excel mastery and/or other data analysis programs
Supervisory experience required (directing the work tasks and performing administrative management of junior business analysts)
Strong interpersonal, verbal, written and presentation skills
Strong planning, organizational and prioritizing skills
Results-oriented, able to maintain intensity in outputs and outcomes

Skills and Experience:

Bachelor's degree or equivalent combination of education and experience
5-7 years of experience in roles with similar job functions and expectations

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COVID-19 Requirements
ETS requires all new hires to either certify that they have been fully vaccinated or request and obtain an exemption due to medical or religious reasons by their start date.

EDUCATIONAL TESTING SERVICE is an Equal Opportunity and Affirmative Action Employer of Women and Minorities.

EDUCATIONAL TESTING SERVICE is an Equal Opportunity and Affirmative Action Employer of protected Veterans and Individuals with Disabilities.

EDUCATIONAL TESTING SERVICE is a Drug-free workplace.

Salesforce Business Support Analyst - LexisNexis Risk Solutions Group - US Atlanta, Dayton, Boca Rotan / Hybrid

Our Salesforce platforms support many internal users across multiple business units. Every function from marketing through to customer aftercare is included in our Salesforce platform. The Business Support team acts as the first line support for all our users. The team manages a high number of varied queries and requests, no two days are the same! As a Global business we support on a 24/5 basis offering a hybrid approach to office and home working. The current team has good Salesforce knowledge allowing them to identify issues through troubleshooting and user engagement. As well as interaction with our user community, the team works closely with the wider Salesforce Productivity Team to support the evolvement of the Salesforce Platforms.
Key Responsibilities:

* Manage the daily intake of requests/ issues into the Salesforce Business Support Case Queue
* Work with the requestor to triage the Case to gather and understand the request/ issue
* Resolve the requests/ issues where possible, utilising a knowledge base of materials
* Ensure defined processes are understood and followed by all teams when resolving issues
* Clearly document the resolutions and outcomes using key words which can be referenced in the knowledge base
* Escalate cases through to the Technical team where appropriate ensuring the issue is clearly documented
* Support the Salesforce Strategy Team in the prioritisation of bug and enhancement requests, and ensure that business users are kept informed on progress
* Ensure response times are relevant according to severity of case
* Working with colleagues within the Sales Productivity team to define ongoing support processes
* Escalating inquiries to the appropriate team, when necessary

Experience/Knowledge/Skills/ Behaviours:

* Experience working in a Support team
* Ideally have knowledge of Salesforce and its relative benefits
* Attention to detail and organised
* Great written and verbal communication skills
* Passionate about providing exemplary support
* Good problem-solving skills and being able to deconstruct complex issues and requirements
* Driven, enthusiastic and self-motivated

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Team

Sourcing & Supply Chain

Experience

3-7 years

Degree

Bachelor

Job Category

Other technical job categories
Introduction to the job

ASML has grown by a factor of 2 in the past five years. This kind of scaling affects our own organization, but also the way we work with suppliers. Next to achieving cost savings it is of increasing importance that we manage our risks and meet Quality, Logistics, Technology and Sustainability (QLTCS) criteria. Within your role you are the linking pin between ASML's Sourcing (Sourcing Leads, Category Managers, Cluster Heads) and other internal stakeholders (Finance, Project Leads, Compliance). You support your stakeholders in effective and efficient cost management, facilitate risk & compliance discussions and drive closure of QLTCS process gaps. This role is a combination of business processes, reporting, analysis, consultancy, as well as operational activities.

This position is located on-site in Wilton, CT.It requires onsite presence to attend in-person work-related events, trainings and meetings and to further ensure teamwork, collaboration and innovation. A flexible workplace arrangement may be available to employees working in roles conducive to remote work (up to two days a week).

Role and responsibilities
Deliver sourcing performance management information to stakeholders from the ASML Sourcing & Supply Chain organization.

Manage the review process by driving meaningful adoption and participation from your stakeholders.

Represent our team in cross functional teams on Cost of Goods, Supplier Performance & Capability Management, Risk and Compliance and Sustainability topics, take proactive part within their meetings.

Support as an analyst with structural or on demand analysis and information.

Create & prepare data quality reports then work with business stakeholders and data management leads to identify process improvements opportunities.

Run non automated reports to support ad-hoc analytical needs.

Organize and manage data validation sessions in preparation for automation or process improvement recommendations.

Provide documentation, training materials and trainings for new KPIs or reporting changes.

Coach your stakeholders to ensure growth, efficiency and continuous improvements.

Be a project lead on (small) improvement projects.

Other duties as assigned.
Education and experience
Bachelor's degree and a minimum 5 years of relevant experience in data gathering and analysis or equivalent combination of education and/or experience.
Working knowledge of one or more visualization tools (Spotfire, Tableau, Qlik, PowerBI).
Advanced knowledge of Excel - possessing the ability to use spreadsheets, graphing, tables, calculations, and automation efficiently to process large quantities of data.
Knowledge/hands-on experience with ERP systems (Oracle and SAP).
Skills

Working at the cutting edge of tech, you'll always have new challenges and new problems to solve - and working together is the only way to do that. You won't work in a silo. Instead, you'll be part of a creative, dynamic work environment where you'll collaborate with supportive colleagues. There is always space for creative and unique points of view. You'll have the flexibility and trust to choose how best to tackle tasks and solve problems.

To thrive in this job, you'll need the following skills:

Business, operational, financial and commercial acumen - structured thinker, able to translate solutions into scalable processes.

Demonstrate open, clear, concise and professional communication.

Ability to establish and maintain cooperative working relationships with co-workers and customer.

Excellent stakeholder management capabilities including influencing without hierarchical power on various levels within the organization

Ability to deal with ambiguity.

Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism.
Diversity & Inclusion

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.

Other information

EOE AA M/F/Veteran/Disability

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