The role of the Analyst - Business Intelligence will support the delivery of data and analytical capabilities to the Contact Center team to drive actionable insights for enhanced business decisions. The position will report on performance, analyze results, identify opportunity areas, support operational strategies, and help prepare thoughtful read-outs to leadership. As part of the Analytics Center of Excellence (CoE), this position will work in tandem with Business Intelligence and other Data & Analytics teams to deliver on business reporting needs. This role will be critical in developing data and analytical capabilities that empower Contact Center leadership to put the right resources into play, at the right time, to handle the diverse needs of our customer base. From holistic insights, down to agent-level score-carding, this role will be key in providing data and analysis that will result in operational efficiencies through our global Contact Centers.
This position is also required to create, test, maintain, and/or document solutions to enforce BI-specific business rules on components that comprise business intelligence reports, dashboards, or applications (including, but not limited to, metrics, filters, templates, and prompts).
The position demands a creative individual, a critical thinker, and the ability to take complex situations or problems and translate them into a solution that drives efficiency, self-service, and a high level of business insight. S/he should be eager to learn new concepts, be motivated to work independently, and be able to collaborate well with others. S/he should be able to adjust well to shifting priorities and be able to meet competing demands on their time. He or she will work closely with BI and IT Architects as an integral contributor to the model that promotes a service-based, centralized solution that correlates multiple KPI's and exposes business data through a single point of access.
Essential Job Functions
1 Analyze user requirements and design functional specifications for BI applications
2. Create ad-hoc reports as needed by the business
3. Develop the semantic layer of business intelligence, metadata, reports, and report definitions
4 Maintain monthly reporting packages for the Contact Center team
5. Develop reports, dashboards, and applications
6 Troubleshoot BI reports and dashboards; performance-tune as necessary
Minimum Requirements & Qualifications
• BS degree required. Master's Degree or other advanced degree preferred
• 0-5+ years of Data Warehouse and Business Intelligence design experience
• Birst, Tableau, or at least one major BI product preferred
• SQL experience is a plus
• Python experience is a plus
• Experience with Data modeling tools is a plus
• Ability to synthesize disparate and complex sources of information and create value-added insight and perspective
• Strong interpersonal skills, including the ability to effectively interact and collaborate with key stakeholders
• Attention to detail

High Bridge is a bottom-up consulting firm with more than two decades of experience creating innovative solutions for the technology industry.

At High Bridge, we believe that success is a measure of results and process, product and person. We are proud to bring integrity and humanity to the work that we do each day. Whether we’re interviewing prospective associates, brainstorming with partners, or troubleshooting with vendors, we pledge our commitment to honesty, transparency, and good humor at every junction.

Are you passionate about technology? Do you believe in no finish lines? Are people and process the heel in your stride? High Bridge Consulting may be the next journey for you.

Here at High Bridge, our island is technology, but our village is human. We value a culture of authenticity, integrity, and creativity. We work smart, not hard, we look forward, not backward, and we love coming to work on Monday.

If you aren’t afraid of heights, join us on our bridge.