Senior Business Analyst at RingCentral

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, CommunicationsIndustries

Requirements

4+ years of experience in Business Analysis, Data Analytics, or a similar role, preferably within a Support or Customer Experience function
Advanced proficiency with Tableau & Excel for data visualization and dashboard development
Strong experience working with Salesforce (SFDC) data, objects, and reporting structures
Proven ability to work with large, complex datasets using SQL or equivalent querying tools
Excellent communication and stakeholder management skills; able to distill complex data into clear narratives
Strong problem-solving skills and business acumen, with a bias toward action and impact
Familiarity with Customer Support metrics (CSAT/DSAT, NPS, FCR, response times, etc.)
Solid proficiency in MS Office suite (especially Excel), and Google Workplace
High degree of judgment and discretion in managing stakeholder concerns, with strong problem solving skills and able to prioritize tasks and concerns
Ability to analyze, manage and handle stakeholder expectations
Ability to effectively prioritize multiple tasks, projects and deadlines simultaneously
Excellent verbal communication skills

Responsibilities

Develop, maintain, and optimize dashboards and reports in Tableau to visualize support KPIs, operational trends, and business outcomes
Partner closely with stakeholders to understand business goals and translate them into scalable, data-driven solutions
Analyze large datasets from Salesforce (SFDC) and other internal systems to extract meaningful insights and recommendations
Support ongoing improvements to our data infrastructure and reporting processes; contribute to the design and documentation of data pipelines and data models
Monitor and improve data quality across systems and help build trust in our support reporting ecosystem
Identify automation opportunities and support operational excellence initiatives within the Support organization
Collaborate with Data Engineering and other Analytics teams to align on definitions, metrics, and best practices
Stay current on developments in AI, advanced analytics, and data tooling to identify opportunities for innovation in support analytics

Skills

Key technologies and capabilities for this role

TableauSalesforceData AnalysisDashboardsReportingData PipelinesBusiness IntelligenceKPIsSQL

Questions & Answers

Common questions about this position

What experience is required for the Senior Business Analyst role?

You need 4+ years of experience in Business Analysis, Data Analytics, or a similar role, preferably within a Support or Customer Experience function. Required skills include advanced proficiency with Tableau and Excel, strong experience with Salesforce (SFDC) data, and proven ability to work with large datasets using SQL.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this a remote position or what is the work location?

This information is not specified in the job description.

What tools and technologies will I work with in this role?

The role involves developing dashboards in Tableau, analyzing data from Salesforce (SFDC), using SQL for querying large datasets, and Excel for data visualization.

What makes a strong candidate for this Senior Business Analyst position?

A strong candidate has 4+ years in business or data analysis preferably in support or customer experience, advanced Tableau and Excel skills, Salesforce expertise, SQL proficiency for complex datasets, and excellent communication and stakeholder management skills.