Principal Business Analyst, DRA SME

The Global CSM Business Operations is a dynamic and forward-thinking organization focused on leveraging data to drive strategic decisions. The Global Data Mining, Reporting & Analytics (DRA) division of CSM Business Operations was established with a mission to elevate customer experience by scaling data & driving innovation. DRA is mainly instrumental in executing the strategy of the Global Customer Success Business. As part of our commitment to data-driven excellence, Data Mining, Reporting & Analytics (DRA) team, is seeking a highly motivated, results-oriented person to support our Analytics wing of Business Operations.

Career Level – IC3/IC4

Key Responsibilities:

• Collaborate closely with Business Operation Partners to enhance the Global Operating Model. This includes refining the Coverage Model, thresholds, and ratios, among other critical factors. Work together to establish the necessary reporting framework to support the upcoming new initiatives.
• Prepare & publish regular data analysis, trends, comparisons & other useful findings of CSM performance.
• Compile and disseminate periodic insights on CSM performance, encompassing data analysis, identification of trends, comparative assessments, and other valuable observations.
• Translate business requirements coming from Business Operation Partners and provide timeline for robust solutions.
• Collaborate closely with teams across different departments and regions to gather data, understand reporting requirements , and ensure alignment with organizational goals.
• Collaborate closely with designated DV developers to execute the reporting strategy.
• Propose & implement data quality standards in alignment with the CLM guidelines and to ensure the integrity and reliability of reporting outputs.
• Documentation of business reports and maintaining the same.
Proactively evaluate the ongoing significance of reporting metrics by regularly cross-referencing them with the dynamic requirements of the business.

Education & Experience:

• Bachelor’s degree.
• Over 10+ years of extensive experience in data analysis, business intelligence, or analytics roles.
• Proficiency in using various data analysis tools and programming languages is essential. This includes a strong grasp Oracle Analytics cloud, SQL & other visualization tools.
• Effective communication and collaboration skills are essential for interacting with cross-functional teams & stakeholders.
• Adept at handling large datasets, performing data cleansing, handling missing data, and structuring data in a format suitable for modeling and interpretation.
• Strong critical thinking and problem-solving skills are necessary to identify complex business problems and translate them into actionable insights.
• Strong understanding of data privacy, security, and ethical considerations is important.
• A keen eye for detail, a relentless curiosity for learning new things, and strong project management skills are highly advantageous and set candidates apart.