Data Analyst - Global Customer Service Operations

Job Description:

Main Job Responsibilities 

Data Analytics & Insight Creation 

• Develop, maintain, and enhance dashboards, reports, and analytical tools (using Excel, Power BI, Tableau, and other solutions) to provide real-time operational and financial views into Professional Services activities. 

• Design and generate recurring and ad hoc analyses covering utilization, revenue, bookings, time-to-value, and other core KPIs for PS and related business units. 

• Extract, aggregate, and integrate data from Professional Services Automation (PSA) tools (e.g., Certinia/FinancialForce), Salesforce, NetSuite, and other platforms. 

• Develop exception and trend reports to identify and alert management to anomalies, risks, and opportunities in project delivery and resourcing. 

Process & Systems Enhancement 

• Partner with key stakeholders to define, document, and continuously improve the analytics processes supporting PS operations. 

• Contribute to system/process integration initiatives, such as maintaining or enhancing PSA-to-NetSuite data pipelines. 

• Serve as an internal subject matter expert on analytics data sources, tools, and best practices within the PS organization. 

Collaboration & Communication 

• Present findings and actionable insights in clear, concise written and verbal form to stakeholders at all organizational levels. 

• Collaborate cross-functionally with Resource Managers, project leaders, regional heads, and Finance/IT to meet evolving data/reporting needs. 

• Support ongoing data quality initiatives and act as an advocate for data-driven decision-making in the Services business. 

Additional Responsibilities 

• Prepare regular (weekly, monthly, quarterly) performance reports and presentations for management review. 

• Lead or support process improvement projects aimed at increasing automation and efficiency within the analytics/reporting cycle. 

• Stay current with industry analytics tools and methodologies; recommend enhancements to Kaleris’ analytics capabilities as appropriate. 

• Support the roll-out and training for new analytics/reporting tools or processes as needed. 

Employment Prerequisites 

• Bachelor’s degree in business analytics, information technology, data science, finance, or a related field. 

• 1–2 years (including internships/co-op) of hands-on experience in data analytics, business intelligence, or a similar analytical role (ideally within professional services, SaaS, or consulting environments). 

• Demonstrated proficiency with Excel and at least one major dashboard/reporting tool (e.g., Power BI, Tableau). 

• Experience with data extraction, transformation, and integration across multiple systems (e.g., PSA tools, Salesforce, NetSuite). 

• Ability to define, calculate, and explain business and operational KPIs. 

• Clear and concise communication skills