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Data Analyst II
Omnicell
Austin, USA
Full-time
Entry · 2+ years experience
Hybrid
Discovered 2 weeks ago
SQLPythonRPower BITableauSalesforce
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Key Skills for This Role
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- Analyze Technical Support and Field Service data to identify trends, patterns, root causes, anomalies, and opportunities to improve operational performance and customer outcomes.
- Develop and maintain recurring and ad hoc reporting solutions that measure key operational metrics, including support volume, backlog, response times, resolution times, service level performance, escalation rates, reopen rates, and first-contact resolution.
- Evaluate performance across products, customer segments, regions, issue types, support channels, priority levels, and service tiers to uncover meaningful business insights.
- Deliver fact-based recommendations that improve support effectiveness, workforce planning, customer satisfaction, and operational efficiency.
- Translate business challenges and stakeholder needs into clear business requirements for reporting, systems enhancements, and process improvements.
- Partner closely with Technical Support leadership, CDIA, IT, Data Engineering, and Reporting teams to ensure analytics solutions align with business objectives.
- Create executive-ready dashboards, presentations, scorecards, and analyses that support operational reviews and strategic decision making.
- Monitor customer experience indicators, including CSAT, NPS, customer effort, and support-related feedback, to identify improvement opportunities.
- Support AI and data science initiatives through data preparation, exploratory analysis, feature evaluation, and interpretation of analytical outputs.
- Collaborate across Commercial Analytics functions, contributing insights that support Sales, Finance, Customer Success, Implementation, and other commercial business areas.
- Bachelor's degree in Analytics, Business, Statistics, Information Systems, Economics, or a related field.
- Minimum of 2 years of experience in Data Analytics, Business Intelligence, Market Insights, Commercial Analytics, or a related analytical discipline.
- Proficiency in SQL and/or statistical programming languages such as Python or R for querying, transforming, and analyzing data.
- Experience working with structured operational, commercial, service, CRM, sales, or financial datasets.
- Experience creating clear analytical outputs including dashboards, visualizations, summaries, and business recommendations.
- Familiarity with business intelligence and data visualization platforms such as Power BI or Tableau.
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