Strategic Insights Analyst - Global Customer Services

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

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 data-driven company. That creates a challenging but at the same time a unique position to get into high-level projects that truly help the business to drive its actions based on data insight and data-driven recommendations.

As a part of the Support Operations team within Global Customer Services, you'll 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 end-to-end 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 up-to-date with relevant system and business changes. Quickly learn