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Customer Service Business Intelligence Analyst 

Job Title: Customer Service Business Intelligence Analyst 
Contract Type: Permanent
Location: Galway
REF: 97982
Job Published: 2 months ago

Job Description

Contact: Jenny Dore
Telephone: 086 0449371

Business Intelligence Analyst

Our client, a medical device company in Galway is currently looking to recruit a Business Intelligence Analyst for their site.

Responsibilities and Duties
  • The Business Intelligence Analyst is responsible for the development of business intelligence reporting and analysis across the group, specialising in the customer service function.
  • Responsible for the development and implementation of value add reporting for the customer service function.
  • Standardise, centralise and automate reporting processes.
  • Support business decision making by providing key and insightful analysis to business/function leaders.
  • Engage with business/function leaders to provide strategic analysis on a variety of projects related to Abbott Business.
  • Utilise business knowledge and reporting processes/systems to drive cross functional operational improvements.
  • Contribute to measurably improve our customer’s experience.
  • Create ad hoc reporting as necessary to support short term projects.
  • Align Business Intelligence with Business Imperatives.

Personal Characteristics
  • AIL values fact based decision making; must be highly enumerative with an aptitude for analysis.
  • Strong analytical and procedure mapping skills, excellent attention to detail and good business judgment.
  • Effective communicator, both articulate & verbally presentable.
  • Demonstration of strong influencing skills at all levels of the organization.
  • Innovative, with a strong ability to identify pain points and potential solutions.
  • Self-starter, possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations.
  • Positive attitude, team player with a high level of initiative, energy and enthusiasm.

Technical Skills
  • SAP reporting experience required.
  • Expert in Excel, and experience of other MS programs essential.
  • Business Warehouse reporting experience desirable.
  • QlikView experience desirable.
  • Proven abilities in creativity and innovation.
  • Detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues.
  • Demonstrated administrative, written and verbal communication, negotiation and influencing skills.

  • 2-4 years’ experience in a similar role.
  • Third Level Degree or equivalent.
  • Expert knowledge of Customer Service processes within a similar company.
  • Strong understanding of Customer Service KPI’s.
  • Experience of CRM and call centre reporting.
  • Proven track record in the design and building of performance reports in a customer service environment.
  • Proven track record in delivering KPI’s in a changing environment.
  • Ability to understand and summarise data into high quality, accurate and usable summaries.
  • Ability to work with cross functional teams and drive projects across functions is essential.
  • Must be able to successfully perform multiple tasks with strict deadlines, organize work effectively, reprioritize as new demands arise, and maintain strict confidentiality.
  • Ability to work on own initiative and with a team in a matrix environment.
  • Ability to work with commercial business units in different time zones.

For further information on this Business Intelligence Analyst role in Galway please contact Jenny Dore on 086 0449371 /

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