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Job Description
Structured overview of role & requirementsAbout This Role
Own annual operating plan and capacity planning data models to support workforce and budget decisions.
Build and maintain utilization and team-performance dashboards with automated alerts to monitor real-time trends.
Lead dashboarding and analytics for AI adoption impact and Support Economics, including cost-per-ticket and self-service savings analysis.
Minimum Requirements
Experience as a business intelligence analyst, analytics engineer, or similar data role, preferably in SaaS or technology.
Proficiency in SQL including complex multi-table joins, grouping, aggregation, and conditional filters.
Hands-on experience building dashboards and reports using Zendesk Explore, Tableau, Looker, or similar BI tools.
Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Experienced in partnering with Technical Support, Business Operations, and Product Engineering teams in a cross-functional environment.
Able to translate ambiguous business questions into structured analytical frameworks and present findings to diverse stakeholders.
Comfortable planning and prioritizing work independently in a remote, multi-time zone setting.