Business Intelligence Analyst, Support

Cisco Meraki

Location: Chicago, Illinois

Job Type: Full time

Last updated

The most difficult thing is the decision to act, the rest is merely tenacity.
- Amelia Earhart

At Cisco Meraki, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology we can free passionate people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality.

Cisco Meraki’s Support group is a growing, global, and diverse team of highly knowledgeable and empathetic customer advisors. We strive to guide our customers to successful outcomes with a mix of strategic thinking and the grit to execute the next best action.

Cisco Meraki is looking for a business intelligence analyst to deliver the data-driven insights that will improve the lives of our best-in-class Support team

You will be working alongside and embedded with our Support development teams and you’ll directly feel the positive impact that your projects have on our grateful users

We focus on data and insights around our Support team’s work in Salesforce and related case, phone, and integration systems

A typical work week might consist of:

Discovering the contributing factors to an unexpected rise in daily cases/calls

Creating a powerful dashboard from disparate sources that shines new light on opportunities to simplify a Support process

Scoping the requirements of a new analysis request with sharp questions that cut to core of the problem and the potential value

Primary responsibilities:

40% Analytics projects

Lead high-impact analysis efforts that serve to improve day-to-day operations and long-term strategy for Support

Divide complex analysis projects into manageable parts and devise delivery plans

Extracting, transforming, and loading (ETL) raw data to quickly and effectively iterate through questions

Deliver polished communications that are the source of truth for project status and findings to inform a wide variety of business collaborators

Work multi-functionally with our Data Infrastructure, Strategy, Business Systems, and Engineering teams to achieve novel data sets and reporting

40% Operational insights and reporting

Build custom data sets, reports, and dashboards for Support-related metrics

For example: agent, phone, and case activity baselining and trending

Forecast key metrics and associated trends and provide practical suggestions to leadership

Enable business partners to self-service their data needs through documentation and templated reports/dashboards

Independently uncover high-value targets for operational process improvement by analyzing trends in Support data

Proactively maintain data integrity and quality by investigating anomalous reports, trends, and metrics

20% Professional development

Stay well-versed in our internal Salesforce and Data Infrastructure ecosystems

Find the intersection between your personal development interests and our business needs to identify side projects

Grow your technical skills by completing classes from our robust learning catalog

Explore new tools and standard methodologies in data analysis

Preferred qualifications:

  • 2+ years of experience working with data from the Salesforce platform
  • Relevant Salesforce certifications and/or Trailhead badges are a big plus
  • 2 years of experience in enterprise-level data analysis and reporting tools:
  • Salesforce Einstein Analytics, Snowflake, and/or Tableau
  • Microstrategy and Google Analytics
  • Tag Manager experience is a plus
  • SQL and/or Salesforce SOQL
  • R and/or Python
  • Presentation and communications experience with executive-level audiences
  • Project management skills with the ability to quickly react to changing priorities and deadlines
  • Process engineering experience is a plus
  • Examples of analysis work spanning multiple teams (Product, UX, Support, Engineering, etc.)
  • Prior experience with Support or Service organizations is a big plus
  • Experience working in and alongside Agile software development lifecycles and practices
  • Bachelor's degree in Computer Science, Information Technology or related technical field

Why Cisco Meraki:

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars! We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, encourage innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

Cisco Covid-19 Vaccination Policy
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.

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