Business Analysis Consultant Job in Round Rock, Texas US
Business Analysis Consultant
Business Analysis Consultant - 1200043O The Global Command Center (GCC) is a purpose built, state of the art facility and is part of a global initiative designed to showcase Dells service capability. The purpose of the GCC is to monitor manage the service dispatch functions 7 x 24 x 365 across all service offers. The Command Center operations include crisis and critical situation management; dispatch monitoring, customer communication, escalations management and day to day service operations. The GCC is responsible for ensuring service delivery goals are met and systemic service delivery problems are promptly resolved. Duties Responsibilities: The core function is this role is to support the Global Command Centers with process analysis through data visibility. The right candidate will understand how to aggregate raw data and transform it into information with a business context that can be used for problem identification and resolution. The role has a global scope to it and will involve coordinating analysis and project managing activity across all 3 operating theaters (EMEA, APJ, Americas) This team member will be responsible for implementing and managing a staff augmentation effort to utilize the technical capabilities of a 3 rd party for higher quality more rapidly deployable analysis. Analysis of key support Dell Services metrics (Fix to Commit (FTC), Open Call Backlog (OCB), etc.) to recognize trends and identify opportunities for improving service delivery Will require data mining to identify available data, ensure consistency/accuracy in data sources, and creating reports for analysis Document requirements for ongoing reporting to centralized reporting teams and ensure implementation of automated reporting processes Understanding of key analysis reporting toolsets with the goal of applying those tools to deliver additional analysis to the business while reducing the amount of manual reporting inside the operation. Supporting the business to address any technical or process issues that are impacting report delivery Data discovery support. New business requirements drive a need to access a wider range of data sources (internal to Dell and external). These data sources will have to be discovered and researched to understand how they can be applied to solving different business problems. Track progress and results against key initiatives, highlight variances and recommend corrective actions Provide data to support delivery performance monitoring processes for the Global Command Center operations The candidate will also develop and coordinate with global peers to identify and compare regional trends in service delivery metrics. Support and analyze GCC reporting and processes to determine opportunities for improving effectiveness and to transfer best of breed practices across different parts of the business. Provide business updates to management and support the weekly quarterly operational review processes. Apply advanced statistical and analytical research skills to evaluate issues, determine root cause, and offer possible solutions Think and act independently while working on multiple projects at the same time Ad-hoc reporting support for GCC operations Qualifications Qualifications This team member must have strong business partnering communication skills, and will consult with business partners on various projects and analysis Previous experience managing a 3 rd party partner relationship is desired Ability to perform ad-hoc business case analysis in addition to rising above the detail to understand the overall business environment is key This position's responsibilities and projects range from the simple to complex and require the use of analytical modeling and business problem solving Strong working experience with Microsoft Excel Access reporting capabilities is required Strong experience using SQL, RDBMS, and Business Intelligence tools is strongly preferred Experience with VBA programming and Excel / Office automation work is a definite plus Prior experience with one of the following tools is strongly preferred - Business Objects or Microsoft SQL Reporting Services. Experience with these additional tools is a definite plus - JMP, SAS, Panorama, MicroStrategy and SharePoint administration Prior experience and working knowledge of customer service oriented operations Strong working knowledge of Dell?s data warehouse environment (Teradata and D3) is desired Prefer a Bachelor?s degree with a minimum of 6 years? experience in this field or an acceptable equivalent Want to work in an environment where each day is focused on delivering solutions that make a real difference in people?s lives? Where teams are constantly curious, and different perspectives and experiences are valued? At Dell, we believe technology is essential for human success and that it should be accessible to everyone. We are constantly evolving to better serve our customers, seize new opportunities and drive growth. Together we can change the world. Come join us. Dell is an Equal Opportunity Employer. To learn more about our commitment to Diversity Inclusion, visit: Equal Employment Opportunity Policy Statement Job Business Analysis - Support Services Primary Location North America-US-TX-Round Rock Schedule Full-time Shift Day Job Job Level Individual Contributor