• Support Operations Analyst

    Job Locations US-ID-Boise
    Posted Date 1 month ago(12/19/2018 12:42 PM)
    Job ID
    # of Openings
    Enterprise Support
  • Overview

    Cradlepoint Global Service and Support continues to evolve to maintain our industry leadership and we are passionate about Customer Success. We are currently seeking a Business/Process analyst to further our Continuous Process Improvement focus.


    As a member of our Services and Support you will experience a fun and collaborative environment, continuing educations options and recurring team building activities.  We aspire to maintain our industry leadership in technical support by innovating our processes and capabilities to provide our partners and customers a superior support experience.


    The Service & Support Business Analyst will help identify potential improvement initiatives where process redesign/improvement can substantially improve productivity, operating efficiency, quality, and customer satisfaction.  You will map out current processes, conduct in depth gap analysis, facilitate the design and implementation of new, improved process models, develop and manage implementation plans and track and report tangible benefits gained from implementation of processes. 


    As a member of the Cradlepoint family the candidate will enjoy a competitive salary, stock options and generous benefits that include health and dental insurance, 401(k) plans, paid time off, volunteer time off, nine paid holidays, a flexible work schedule and casual dress environment.


    • Analytical Ability: evaluate diverse data sets (financial results, operational and other metrics, survey feedback, etc.) and determine cause/effect relationships. Able to isolate key information and determine the impact of process or procedure changes.
    • Problem Solving: identifies effective and efficient solutions for complex problems. Looks beyond the obvious and uses critical thinking to drive for superior results.
    • Written/Verbal Communication: can quickly and effectively communicate complex information to a variety of audiences. Adjusts approach to the most appropriate medium, channel and tone to ensure content is received.
    • Coordinate and standardize current reporting requirements, to include Quarterly Business Reviews
    • Contribute to Cradlepoint knowledge including our knowledge base, customer community forums, best practice documenting, etc.


    • Bachelors' Degree in Business, Information Technology, or a related field preferred.
    • 3+ years of experience in business & process analytics in a consulting, service/support or professional/managed services
    • Excellent communication, interpersonal, organizational and presentation skills.
    • Identify key performance metrics for new initiatives as well as existing processes. Define the correct reporting methods, channels, and formats for users
    • Project management experience preferred
    • Business process design & optimization
    • Developing & presenting business cases, solution architecture, scenario planning
    • Experience working in an Agile development environment
    • Identification of root causes through effective use of data analysis tools and techniques
    • Must enjoy working in a high pace environment with strong customer service skills.
    • Collect, measure, interpret and report process performance data
      • Flow charts
      • Process Maps
      • Tableau
      • Qlik
      • Advanced Excel
      • Other Analytics & Visualization applications
    • Experience with Salesforce Service Cloud
      • Workflow
      • Reporting & Analytics
      • Case Management and Workflow
      • Customer Success Communities


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