Customer Service System Support Analyst (Business Intelligence and Data Warehouse Analyst)

• POSITION PURPOSE : Reporting to the Program Manager, Customer Service Programs and Data is responsible for extracting, evaluating, analyzing and researching data generated from various Public Works Customer Service systems such as Salesforce platform, Customer Relationship Management (CRM), Interactive Voice Response (IVR), Work Force Management (WFM), Call Recording, Cisco UCCX telephone systems and other departmental technologies;
• preparing statistical and narrative reports; collecting, analyzing, interpreting, summarizing, creating, and maintaining statistical and operational data files to support the various Public Works Customer Service systems;
• participating in new technology project teams in conjunction with Branch and Regional ITS staff; building reports and dashboards specific to the business area and reporting on trends and results to improve service delivery;
• coordinating with Branch and Regional ITS staff on system enhancements / upgrades and ensuring data integrity; liaising with business area subject matter experts in maintaining the database and for systems and related applications;

and assisting with the development of test criteria and verifying test output for upgrades and system enhancements.

MAJOR RESPONSIBILITIES

• Extracts, mines, evaluates, analyzes, and researches data generated from various Public Works Customer Services databases such as the Salesforce platform, CRM, IVR, WFM, Call Recording, Cisco UCCX telephone system and other applicable departmental technologies.
• Creates standard and customized reports for various customer service systems.
• Develops reports, dashboards, KPIs and performance measure metrics by using various reporting tools.
• Recommends and implements validation rules to improve data flow, new business processes to improve data collection, editing, processing and distribution in the CRM with ITS Branch.
• Provides troubleshooting analysis and refers / escalates to ITS Branch, as required; ensures that support issues regarding Public Works Customer Service systems and other systems filed with the support team are resolved in a timely manner.
• Analyzes and reports variances with program activities and makes recommendations to assist with management decision-making and problem-solving.
• Liaises with Regional and Department staff, including ITS Branch staff, to make current and future activities / enhancements / changes and to resolve software or customization deficiencies to meet Branch needs.
• Ensures that services provided meet Regional customer service standards.
• Participates on committees, work groups, focus groups, task forces and special projects, as assigned.
• Attends seminars, conferences and training as directed and shares information regarding initiatives and other best practices with Branch and Department staff.
• Performs backup duties of other Customer Service staff, as assigned.
• Performs other duties as assigned, in accordance with Branch and Department objectives.

QUALIFICATIONS

• Successful completion of a Community College Diploma in Information Technology, Computer Sciences or approved equivalent combination of education and experience.
• Demonstrated experience with a Customer Relationship Management System, Workforce Management and Cisco UCCX system and / or other data sources to inform and make recommendation to management.
• Experience in manipulating and analyzing data using various reporting and SQL tools.
• Demonstrated ability in the Region’s core competencies.
• Utilization and in-depth knowledge of statistical concepts in the development of data collection instruments and methods.
• Demonstrated skill in establishing, maintaining, and producing complex databases / spread sheets, including current experience with database design, report generation and modifications.
• Demonstrated technical and analytical skills using various data sources / technologies to interpret and reconcile complex statistical reports, and link / integrate data from multiple sources.
• Computer literacy utilizing MS Office software with proficiency using word processing, spreadsheet, and presentation applications, including maintaining databases, and knowledge of data, internet, and networking technologies.
• Ability to travel to offsite locations, as required.
• Ability to work outside regular business hours, as required.
14 days ago