Business Analyst, gTech

Minimum Qualifications:

• Bachelor's degree or equivalent practical experience.
• 2 years of experience using SQL or other programming/scripting languages to manipulate data sets.
• Experience analyzing data sets.
• Experience working with analytics and narration tools (e.g., spreadsheets, presentation software, Tableau, etc.).

Preferred Qualifications:

• Experience working with SQL.
• Ability to conduct basic statistical analysis, forecasting, and data mining.
• About the job
• As a Business Analyst for the Operations and Practices (O&P) Services team, you will work closely with the gCare Operations and Practices Services leadership team on analyzing customer experience related issues at scale across a complex set of drivers (e.g., markets, segments, locations, vendor partners, product pods, and channels of service offering).

Your work will inform decisions on short, medium and long-term operational strategies for customer support across Ads related products. You will also play a critical role in ensuring the good health of the day-to-day business operations.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

Responsibilities

• Provide insights to the business through analysis of relevant data to drive greater effectiveness and process efficiency.
• Design and execute structured analysis to drive data-driven decision-making and streamlining processes; communicate findings to a diverse audience.
• Collaborate, develop, and build operational metric reports for O&P leadership (e.g., productivity, service level agreements (SLAs) reports, quality, cost, efficiency, timeliness), deploy dashboards, and generate insights to improve the efficiency of our operations including identification of automation opportunities.
• Collaborate with cross-vertical program managers, operations managers, and business analysts around the world; sharing best practices and replicating successes.
• Lead weekly and monthly business reviews, including data pack creation, leading cadence, and driving insights in close collaboration with the leadership team.