Senior Analyst
Granicus
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇮🇳 India
Visit company websiteJob Level
Senior
About the role
- Own and enhance Balanced Scorecard reporting, including quarterly updates and historical data accuracy.
- Consult and maintain Power BI dashboards and reporting systems to support CX metrics and business reviews.
- Validate KPI parameters and conditional formatting across reporting platforms.
- Document and maintain key operational processes in Confluence and SharePoint.
- Lead efforts to audit and update stale documentation across repositories.
- Map and optimize workflows for Account Team & Territory Change Management.
- Act as a liaison between CX Ops and cross-functional teams, ensuring timely communication and alignment.
- Facilitate high-level meetings and report reviews with senior and executive leadership.
- Promote adherence to operational guidelines and request protocols (e.g., Jira, Wrike).
- Assist in the design and execution of CX Ops strategic roadmaps, aligning quarterly and annual goals with organizational priorities.
- Track and report on project metrics to ensure visibility and clarity across stakeholders.
Requirements
- 3-6 years of experience in Customer Experience Operations and Business Intelligence
- Advanced proficiency in Salesforce, MS Excel, Power BI, and Confluence
- Expertise in Balanced Scorecard methodology, reporting frameworks, and KPI development
- Strong analytical mindset with exceptional attention to detail
- Proven experience in managing and preparing efficiency and utilization reports
- Exceptional documentation and process mapping capabilities
- Excellent communication skills and ability to manage stakeholders across all levels, including senior and executive leadership
- Demonstrated ability to work independently, prioritize effectively, and manage multiple concurrent initiatives
- Track record of success in process optimization and cross-functional collaboration
- Confident leading discussions and presenting insights to executive stakeholders
Benefits
- Paid Time Off– Take the time you need to rest, recharge, and live your life.
- Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
- Work From Home Reimbursement – Support a productive home office environment.
- Private healthcare benefits - Comprehensive coverage for you and your family.
- On-Demand Mental Health Support – Access to Headspace and other wellness tools.
- Fitness Reimbursement & Cycle Program – Stay active, your way.
- Critical Illness and Life Insurance Benefits
- Paid Parental Leave - For both birthing and non-birthing parents.
- Pension plan with employer contributions.
- Online Learning Platforms – Fuel your professional development.
- Competitive Salary & Bonuses – Your contributions are valued and rewarded.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Balanced Scorecard methodologyKPI developmentreporting frameworksprocess mappingdata validationproject metrics trackingworkflow optimizationbusiness intelligenceanalytical skillsefficiency reporting
Soft skills
attention to detailcommunication skillsstakeholder managementindependent workprioritizationmulti-taskingcross-functional collaborationpresentation skillsleadershipdocumentation