Senior Data Analyst - Support Operations & Reporting

<h2><strong>About The Role:</strong></h2> <ul> <li>The Senior Data Analyst, Support Operations, is a critical enabler in Rubrik’s mission to deliver exceptional customer experience through AI data-driven insights. This role owns analytics, reporting, forecasting insights, and operational visibility for the global Customer Success organisation across AI tools and platforms such as Salesforce, SupportLogic, Amazon Connect, and Workforce Management (WFM) tools, including Assembled, NICE, or Verint.</li> <li>You will analyse service delivery performance trends, operational gaps, product issue trends, and agent productivity to guide leadership decision-making. Your work directly improves service effectiveness, customer satisfaction, and process efficiency.</li> <li>This role also supports Rubrik’s commitment to data protection and cybersecurity by ensuring reporting accuracy, adherence to governance standards, and safeguarding operational data.</li> </ul> <h2><strong>What you'll do:</strong></h2> <ul> <li> <h3><strong>Reporting, Analytics Visualisation</strong></h3> </li> <ul> <li>Design, build, and maintain dashboards and reports tracking key metrics (case volume, SLA attainment, backlog, CSAT, adherence, agent utilisation).</li> <li>Develop scalable data models in Tableau or similar BI tools that enable self-service consumption.</li> <li>Collect, analyse, structure, and organise data from Salesforce, SupportLogic, Amazon Connect, WFM platforms, and survey tools.</li> <li>Build capabilities with AI reporting tools to drive data-driven decision-making and metrics for deflection rates, self-service, and predictive resolution. </li> <li>Build automated reporting pipelines to reduce manual effort.</li> <li>Develop detailed requirements and drive critical reporting and business needs with the Data team.</li> <li>Identify actionable insights from the data and trends to recommend and drive strategic process and service delivery improvement for service delivery leaders.</li> <li>Prepare and present insights for MBRs, QBRs, and leadership reviews.</li> <li>Ensure all reporting complies with data governance policies and security regulations.</li> </ul> <li> <h3><strong>Operational Insights Forecasting Support</strong></h3> </li> <ul> <li>Identify trends with usability and supportability deficiencies to drive product and service delivery improvements. </li> <li>Analyse service delivery performance and customer trends to identify process gaps, resource needs, and optimisation opportunities.</li> <li>Support WFM teams with forecasting, staffing analysis, and scheduling insights.</li> <li>Partner with Support Managers, CS Leadership, Engineering, Sales Operations, and Finance to define KPIs and align on performance reporting.</li> <li>Determine objective conclusions from the data to align and drive service delivery excellence and global consistency.</li> </ul> <li> <h3><strong>Governance, Quality Collaboration</strong></h3> </li> <ul> <li>Maintain data dictionaries, metric definitions, and documentation.</li> <li>Ensure reporting accuracy through continuous validation.</li> <li>Collaborate with IT/Data Engineering to enhance pipelines and integrations.</li> <li>Act as the central analytics point of contact for the global Customer Success organisation.</li> </ul> </ul> <h2><span style="font-family: arial, helvetica, sans-serif;"><strong>Experience you’ll need:</strong></span></h2> <ul> <li>Bachelor’s degree in Data Science, Statistics, Computer Science, Business, or related field.</li> <li>7+ years of experience in data analytics, business intelligence, or operations analytics (preferably in SaaS or Support organisations).</li> <li>Exposure to vendor ecosystem management and adoption of AI tools for reporting and data governance. </li> <li>Advanced Tableau experience (data modelling, calculations, visual design).</li> <li>Strong SQL and experience with relational databases.</li> <li>Hands-on experience with Salesforce, SupportLogic, Amazon Conne ... (truncated, view full listing at source)