Data Analyst (Business Intelligence), Support

At Cisco Meraki, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology we can free passionate people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality.

Cisco Meraki’s Support group is a growing, global, and diverse team of highly knowledgeable and empathetic customer advisors. We strive to guide our customers to successful outcomes with a mix of strategic thinking and the grit to execute the next best action.

About the role:

Cisco Meraki is looking for a business intelligence analyst to deliver the data-driven insights that will improve the lives of our best-in-class Support team. You will be working alongside and embedded with our Support development teams and you’ll directly feel the positive impact that your projects have on our grateful users. We focus on data and insights around our Support team’s work in Salesforce and related case, phone, and integration systems.

A typical work week might consist of:

• Discovering the contributing factors to an unexpected rise in daily cases/calls.
• Scoping the requirements of a new analysis request with sharp questions that cut to core of the problem and the potential value.
• Creating a powerful dashboard from disparate sources that shines new light on opportunities to simplify a Support process.

Primary responsibilities:

40% Analytics projects

• Extracting, transforming, and loading (ETL) raw data to quickly and effectively iterate through questions.
• Divide complex analysis projects into manageable parts and devise delivery plans.
• Lead high-impact analysis efforts that serve to improve day-to-day operations and long-term strategy for Support.
• Deliver polished communications that are the source of truth for project status and findings to inform a wide variety of business collaborators.
• Work multi-functionally with our Data Infrastructure, Strategy, Business Systems, and Engineering teams to achieve novel data sets and reporting.

40% Operational insights and reporting

• Enable business partners to self-service their data needs through documentation and templated reports/dashboards.
• For example: agent, phone, and case activity baselining and trending.
• Independently uncover high-value targets for operational process improvement by analyzing trends in Support data.
• Forecast key metrics and associated trends and provide practical suggestions to leadership.
• Build custom data sets, reports, and dashboards for Support-related metrics.
• Proactively maintain data integrity and quality by investigating anomalous reports, trends, and metrics.

20% Professional development

• Explore new tools and standard methodologies in data analysis.
• Find the intersection between your personal development interests and our business needs to identify side projects.
• Stay well-versed in our internal Salesforce and Data Infrastructure ecosystems.
• Grow your technical skills by completing classes from our robust learning catalog.

Preferred qualifications:

• 2 years of experience in enterprise-level data analysis and reporting tools:
• Project management skills with the ability to quickly react to changing priorities and deadlines.
• MicroStrategy and Google Analytics
• SQL and/or Salesforce SOQL
• 2+ years of experience working with data from the Salesforce platform.
• Experience working in and alongside Agile software development lifecycles and practices.
• Relevant Salesforce certifications and/or Trailhead badges are a big plus
• Process engineering experience is a plus.
• Bachelor's degree in Computer Science, Information Technology or related technical field.
• R and/or Python
• Presentation and communications experience with executive-level audiences.
• Tag Manager experience is a plus
• Examples of analysis work spanning multiple teams (Product, UX, Support, Engineering, etc.).
• Prior experience with Support or Service organizations is a big plus.
• Salesforce Einstein Analytics, Snowflake, and/or Tableau

Why Cisco Meraki:

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars! We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, encourage innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

Compensation Range:

$117,200—$163,900 USD

Message to applicants applying to work in the U.S.:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.