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Support Operations Analyst

Veeva

Veeva

IT, Customer Service, Operations
Columbus, OH, USA
Posted on Wednesday, July 10, 2024
Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $2B in revenue in our last fiscal year with extensive growth potential ahead.
At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.
As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.
Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.
The Role
The Support Operations Analyst will work closely with the Sr. Support Leadership in all global regions and serve as the primary point of contact for all Support data-related requests. This includes understanding Support data analytics and providing strategic insights into Support KPIs.

What You'll Do

  • Serve as the primary point of contact for all Support data-related requests
  • Create and maintain operational dashboards using creative visualizations to best represent Support data simply and effectively
  • Create a metrics library defining how different KPIs are calculated
  • Learn the support tools and processes and how they impact data flowing into analytics
  • Validate reporting using a combination of analytics and support tools
  • Understand Support data analytics and provide strategic insights
  • Conduct ad-hoc reporting and analysis to support internal and external business requests

Requirements

  • 2+ years in an analytics-focused role building reports/dashboards
  • Strong Excel and SQL skills
  • Experience in a data cloud platform tool (e.g., Tableau, Sigma, PowerBI, Data Bricks, etc.)
  • Ability to analyze and interpret data for various Support teams
  • Organization in prioritizing and managing multiple projects and requests

Nice to Have

  • Familiar with Support/Call Center tools (Zendesk, ServiceNow, Avaya, etc.) and processes
  • Strong presentation skills
  • Bachelor’s Degree

Perks & Benefits

  • Medical, dental, vision, and basic life insurance
  • Flexible PTO and company paid holidays
  • Retirement programs
  • 1% charitable giving program

Compensation

  • Base pay: $50,000 - $85,000
  • The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.
#LI-Remote
Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.
Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at talent_accommodations@veeva.com.