Strategic Insights Analyst - Global Customer Services

Your Career

Palo Alto Networks is now looking for a data professional for the role of Strategic Insights Analyst. You will use your business acumen and technical knowledge to develop and deliver Business Intelligence and Analytics solutions for your internal customers and you will work with the Business to understand their changing requirements and measure impacts of those changes. 

We are a datadriven company. That creates a challenging but at the same time a unique position to get into highlevel projects that truly help the business to drive its actions based on data insight and datadriven recommendations.

As a part of the Support Operations team within Global Customer Services youll be using data to help influence the Business in making informed decisions. You will build data visualizations to automate reporting to meet the needs of the business. The expectation is that you will be able to pull the data together into striking and informative presentations while adding commentary around trends conclusions and adding your perspective to addressing key challenges as you assert with data. 

You will also be introducing data science capabilities into the Customer Support function and come up with new innovative predictive and actionable use cases to create business value with the help of the data.  You will have the opportunity to collaborate with our internal data science community to share knowledge and best practices from different business functions.

Ultimately and asserting with data you should be able to provide recommendations to help eliminate cases drive backlog down improve TTR drive to improve escalation management processes etc. 

Your Impact

• Business Insights:  You take large complex data sets and synthesize into key findings and actionable insights for our executive team.   

• Strategic Reporting:  Leverage your deep understanding of our Support process and systems to inspect the Support business.  Develop reporting cadence and share with the executive team to drive insights into our business performance against our strategic objectives.

• Stakeholder Management: Present insights progress and recommendations to diverse stakeholders including senior leadership managers and team members ensuring alignment with business goals and priorities.

• Ownership & Agility: Demonstrate a high level of initiative and ownership in driving goals and adapting to evolving business priorities. Take endtoend responsibility for initiatives from identifying business needs to implementing effective solutions.

• System & Tool Proficiency: Develop a deep understanding of key business systems such as Salesforce (SFDC) Genesys and Tableau. Learn and support system workflows case handling processes and KPIs relevant to support functions.

• Continuous Learning: Stay uptodate with relevant system and business changes. Quickly learn new tools and systems (e.g. Asana JIRA) to effectively contribute to business insights.

• Partner with business stakeholders to understand document and leverage data to generate insights provide trending and recommendations to the Business 

• Working with your stakeholders identify requirements for developing appropriate business analysis and reporting applications

• Develop rich interactive visually striking graphics and data visualizations of large amounts of data to help our stakeholders that demonstrate trends and enable swift decision making  

• Synthesize complex data sets into executive ready deliverables 

• Create groundbreaking predictive models to give actionable recommendations to your internal clients on how to best drive their business with the help of the data. 

• Develop adhoc reporting and provide analytics services to support business decision making processes

• Provide documentation materials and training activities related to the BI tools and applications created

Qualifications :

Your Experience 

• 10 years experience in Analytics within the relevant domains of customer service product social networks etc

• 8 years experience in SQL databases or expertlevel SQL coding/querying skills

• Experience with data visualization and business intelligence tools or packages (Tableau Qlikview Looker etc)

• 7 years experience with visualization design including dashboards executive and operational or front end visualizations

• Operational knowledge of Technical Support at a global scale

• Excellent analytical and problem solving skills combined with strong business judgment and an ability to present analysis in a clear and compelling manner

• Data manipulation and transformation skills.

• Experience with CRM systems eg. Salesforce.

• Cloud technologies (AWS Azure etc.) a plus

• Bachelors degree (statistics computer science predictive analytics or math preferred)

Additional Information :

The Team

Our Strategy and Business Operations is a focused team that works on our most critical business challenges to drive and support our industryleading growth. Your efforts will directly affect the overall strategy and success of a worldleading cybersecurity business. You will collaborate on complex business and technology problems that are top of mind for our executives. You possess a unique blend of business insight business strategy experience bigpicture thinking and influencing skills and the ability to collaborate with a large number of constituents within Palo Alto Networks.

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for nonsales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $146000 $235500YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at  .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship No. Please note that we will not sponsor applicants for work visas for this position.