Service Sr. Analyst- Data Analytics

$76,150 - $114,040/Yr

Canon Solutions America - Melville, NY

Full-time - Mid Level

Melville, NY

Merchant Wholesalers, Durable Goods

About the position

Provides analytical support to/for the various levels of service management. Provides management with supportive documentation to ensure future growth and market competitiveness by focusing on customer machine performance reporting (both external and internal), and divisional financial analysis. Liaison between headquarter and the regional field sites to address issues and ensure clear communication to analyze and validate reports, enhancements and interfaces according to management's plans.

Responsibilities

• Possesses extensive knowledge and experience in writing design specifications with testing and delivery of application customizations, data conversions, interfaces and reports for Service Contracts, Field Service & Installed Base Oracle ERP/CRM Modules.
• Assesses information extracted from Oracle to compile necessary documentation for management evaluation of new service marketing promotions, product and technician performance measurement, and improved data integrity procedures.
• Resolves inconsistencies, and transforms high-level information into a detailed comprehensive customer reports for all assigned accounts.
• Designs and/or maintains a consolidated Service Reporting consisting of available Service Portal information for both customer and internal service management requirements.
• Identifies best practices and business improvement opportunities through the reporting and analysis of 'normalized' KPI.
• Creates Ad-Hoc reports using Oracle SQL and various databases to produce a finished result, as requested.
• Collaborates with development team to constantly improve the performance of the Service related enhancements.
• Understands technical solutions delivered with deep knowledge in SQL/PLSQL programming languages.
• Adapts quickly to the fast paced work environment.
• Possesses strong experience working with business users during requirements gathering to identify the project scope, performs in-depth testing and implement solutions at different phases of the project.
• Demonstrates ability to think design out of the box and propose new ideas to management to constantly improve performance.

Requirements

• Bachelor's degree in a relevant field or equivalent experience required, plus 5 years of related experience.
• Degree in Business, Information Systems, or related field.
• Experience with service industry knowledge.
• Strong SQL/PLSQL skills needed and work hand-in-hand with development team to deliver products with great quality.
• Good Knowledge of MS-Visio & Excel and relational database software applications primarily Oracle and/or SQL Server.
• Strong inter-personal, analytical & presentation skills to work with business teams directly and advise them with correct solution.
• Excellent oral and written communication skills as well as organizational skills.
• Strong presentation skills to work with business teams directly and advise them with correct solution.
• Solid troubleshooting skills in the Production support area by fulfilling the agreed SLA to resolve production issues.
• Good knowledge of Oracle ERP/CRM Module capabilities and features especially Service Contracts & Field Service.
• Possess excellent accountability skills and ensure that all deliverables completed on or before target.
• Acts as a team player and strong contributor to work with dynamic team in an ever changing project scope.
• Able to articulate issues to management and propose tangible solution to gain their commitment and agreement.

Benefits

• Medical
• Dental
• Vision
• 401(k) Savings Plan
• Discretionary profit sharing
• Discretionary success sharing
• Educational assistance
• Recognition programs
• Vacation