Job Description
We are seeking a highly analytical and operations-focused Business Analyst to join our team. This role blends strategic analysis, case management, and service operations, with a strong emphasis on resolving complex cases and driving continuous improvement.
You will act as a key bridge between vendor teams and internal stakeholders, ensuring operational efficiency while leveraging data-driven insights to optimize performance. This position requires a balance of deep analytical work and front-line operational support in a fast-paced environment.
Key Responsibilities
Operations & Case Management
- Independently manage and resolve complex cases related to dealmaking, contracting, and billing systems.
- Act as the primary liaison between vendor teams and internal sales/customers.
- Deliver timely and high-quality case resolution while maintaining strong stakeholder communication.
- Host office hours and provide consultation support to internal teams.
- Identify recurring service gaps and proactively design solutions.
Data Analysis & Insights
- Analyze large and complex datasets to uncover trends and actionable insights.
- Develop and track key metrics for case performance and operational efficiency.
- Perform Root Cause Analysis (RCA) on operational discrepancies and recommend improvements.
- Support business case development and strategic decision-making through data.
Vendor & Service Management
- Collaborate closely with vendor teams to ensure service quality and issue resolution.
- Drive continuous service improvement through structured feedback and analysis.
- Design and implement workflows, tools, and resources to address recurring operational challenges.
Process Improvement & Strategy
- Identify opportunities to optimize business performance and execution.
- Support cross-functional initiatives aligning business objectives with operational systems.
- Contribute to building scalable processes and internal knowledge resources.
Ad-hoc & Leadership Support
- Provide data analysis and reporting support for leadership and stakeholders.
- Respond to ad-hoc requests with timely, accurate insights and recommendations.
Minimum Qualifications & Requirements
- Proven experience in a case management environment, particularly supporting dealmaking, contracting, or billing systems.
- Strong experience conducting Root Cause Analysis (RCA) on operational issues.
- Demonstrated expertise in vendor management and service creation, including designing workflows and operational resources.
- Ability to independently manage tasks while collaborating across teams.
Technical Skills
- Proficiency in SQL (preferred) or willingness to learn.
- Experience with data visualization tools (e.g., Tableau, Power BI, or similar).
- Familiarity with ERP/Billing systems, especially Salesforce.
- Strong Excel and data manipulation skills.
Core Competencies
- Strong analytical and problem-solving mindset.
- Excellent stakeholder management and communication skills.
- Ability to balance deep analytical work with front-line operational support.
- Strong project management and organizational capabilities.
- Business and operational acumen with a focus on continuous improvement.
- Effective storytelling and presentation of data insights.
