What you get to do in this role:
- Help in building the measurement strategy for the Global Technical Support organization
- Interact with GTS leadership to determine current and future needs vs existing tools and facilities
- Work with various internal teams on delivery of analytical and operational tools for GTS
- Update and maintain tool and metric inventory and definitions
- Create, deliver and analyze key metrics using dashboards and QBR reporting
- Create or improve and implement analytics reporting for customer support
- Develop actionable insights from analysis to make recommendations on key business strategies.
- Participate in creating advanced analytical models to support Global Support organization and Engineering initiatives
- Provide models and analysis to help identify areas of opportunities to work with Business Units
- Learn and become and SME using our internal analytics tool (Performance Analytics)
