Search JobsJob DescriptionThe Elevator Pitch: Why will you enjoy this new opportunity?Working with the CXS Global Support Business Insights & Analytics team, you will be a part of a group that supports 3000+ employees working in 10 different locations worldwide and is committed to enable data-driven decisions for improving Customer Self Service/Self Help at VMware. If you are passionate about application of data solutions, have solid understanding of clickstream data and analytics including but not limited to Adobe Analytics, Google Analytics, Twilio Segment focusing on Knowledge, Chat and AI Self-Service tools, and understand that to build an impactful and insightful story, there must be a data artifact, you will feel right at home.Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completeWithin the first 30 days. you will learn the tricks of operations and service delivery trade with a strong focus on customer self-service. Get ramped on the analytics toolset, and the framework on engagement with cross functional leadership and teams.Within 60 days you will build. manage. and deploy data artifacts and develop dashboards that help surface and eventually help improve the success rate of customer self-solve.You will analyze and engage cross domain teams that are impacted, review any historical impact and then make a change.You will work with IT Data Engineering team to help facilitate data ingestion and availability, UAT the work products for data solutions that serves both short term and long term.Quarterly, you will be reviewing the data integrity across IT Solutions, and adoption of reports/dashboards. usability metrics and work with the GS stakeholders to increase adoption.You will work closely with Global Support Strategy and Operations, Knowledge Management, Global Support, IT, EDA, and Finance to gain insights and current state of chance needed with data solutions.Over the next 6 months. you will continue to improve dashboards and data solutions for the business stakeholders and assist in articulating the roadmap for prioritization on longer term issues.The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis.Collaborate with leaders across the business and apply business knowledge to analytics & project management to successfully deliver and negotiate delivery of work products when needed.Work on enterprise-grade reporting suites such as SAP BOB Tableau, CRM systems (ex: Salesforce, ZenDesk) and Clickstream Analytics tools (ex: Adobe Analytics, Google Analytics) to build dashboards or validate the source data. Deliver time-series forecasting and other statistical models to predict with a greater efficiency, the growth of support incidents and impact of self-service initiatives.Leverage your knowledge of Hive, Big Data, Python/R, SQL and or other relational Databases to build data artifacts.Apply the knowledge of working with raw data and translating it into meaningful outputs partnering with Data engineering team where concepts of ELT/ETL come in handy to be impactful.Assess the existing data lakes, document the gaps and work with the teams to maintain the integrity identity data solution opportunities and document requirements needed with quantifiable key results that it will bring to the business stakeholders.Work closely with IT Data & Analytics counterparts on driving change and validating Al/ML based solutions that solve complex business problems.Contribute to on-going projects and overall transformation across the company to bring forward the solution for both long term and short term solves.Communicate, track and report business process data gaps and status on ownership.What is the leadership like for this role? What is the structure and culture of the team like?This role will be reporting into Lucky Sondhi, Senior Manager, GS Business Insights & Analytics (BIA). He is someone who has been in IT for over 15 years’ and has led teams and programs of various scale in different roles. BIA is part of the Global Support Strategy & Operations Team led by Sr. Director, Strategy & Ops.You will also work closely with Adam Bray, Director of GS Strategy and Operations. Adam is responsible for building and execution of our Self-Service Enablement strategy for GS and has over 20 years’ experience in IT.Global Support is a customer-obsessed organization and puts customers first at everything. Business Insights & Analytics Team's charter is to provide transparent, standardized and accurate picture of the business to the Global Support organization, which includes strategic dashboards from the C-Suite down, Data Governance inside and outside of Global Support, and data automation with standard reporting for all lines of businesses.Where is this role located?Remote, India New Delhi, India Bangalore, IndiaWhat are the benefits and perks of working at VMware?You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights:Employee Stock Purchase PlanMedical Coverage, Retirement, and Parental Leave Plans for All Family Types Generous Time Off Programs40 hours of paid time to volunteer in your communityRethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilitiesFinancial contributions to your ongoing development (conference participation, trainings, course work, etc.)Wellness reimbursement and online fitness and wellbeing group classesVMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. VMware will provide reasonable accommodation to employees who have protected disabilities consistent with local law. Search Jobs
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