Customer Service Business Data Analyst

Описание

The Customer Service organization at Nova is looking for a highly analytical and business-oriented Data Analyst to support the Customer Service and Technical Support organization. In this role, you will be responsible for transforming business, operational, and customer data into actionable insights that improve customer experience, service efficiency and effectiveness, and business outcomes.

Responsibilities

• Analyze customer service SAM, revenue, and GM, and monitor service business results, trends, risks, and opportunities per territory, division, and revenue category
• Maintain KPIs, scorecards, and dashboards for service business managers and executives
• Support strategic decision-making through data-driven recommendations
• Analyze case and ticket data to identify recurring technical issues and improvement opportunities
• Track support metrics such as case volume (including MTBF and MTBI), resolution time (MTTR), First Contact Resolution (FCR), etc., to support engineer productivity
• Partner with Product, Engineering, and Service teams to identify trends and reduce support demand
• Design, build, and maintain interactive dashboards using Power BI, Tableau, or similar BI tools
• Automate recurring operational reports and metrics
• Create executive-level presentations and performance summaries
• Develop forecasting models for case volume, staffing requirements, and workload planning
• Support workforce management and capacity planning initiatives
• Identify seasonality patterns and emerging customer support trends

Requirements

• Bachelor's degree in Data Analytics, Statistics, Economics, Business Administration, Information Systems, Computer Science, Engineering, or a related field
• 3+ years of experience in Data Analytics, Business Intelligence, or Operations Analytics
• Proven experience analyzing large datasets and delivering actionable business insights
• Experience with forecasting, trend analysis, statistical analysis, and KPI management
• Strong proficiency in Power BI or similar BI platforms
• Experience with Excel (advanced formulas, Power Query, Pivot Tables)
• Experience working with CRM and support platforms such as Oracle, Salesforce, or similar systems
• Familiarity with AI, Copilot, automation, and self-service analytics
• Fluent English

Nice to have

• Experience supporting Customer Service, Technical Support, Customer Success, or Operations organizations
• Experience in a large-scale customer support organization