Data Analyst - Global Customer Service Operations

Job Description:

Main Job Responsibilities

Data Analytics & Insight Creation

• Develop,maintain, and enhance dashboards, reports, and analytical tools(using Excel, Power BI, Tableau, and other solutions) to provide real-time operational and financial views into Professional Services activities.

• Design and generate recurring and ad hoc analysescoveringutilization, revenue, bookings, time-to-value, and other core KPIs for PS and related business units.

• Extract, aggregate, and integrate datafrom Professional Services Automation (PSA) tools (e.g.,Certinia/FinancialForce), Salesforce, NetSuite, and other platforms.

• Develop exception and trend reportstoidentifyand alert management to anomalies, risks, and opportunities in project delivery and resourcing.

Process & Systems Enhancement

• Partner with key stakeholdersto define, document, and continuously improve the analytics processes supporting PS operations.

• Contribute to system/process integration initiatives, such asmaintainingor enhancing PSA-to-NetSuite data pipelines.

• Serve as an internal subject matter experton analytics data sources, tools, and best practices within the PS organization.

Collaboration & Communication

• Present findings and actionable insightsin clear, concise written and verbal form to stakeholders at all organizational levels.

• Collaborate cross-functionally with Resource Managers, project leaders, regional heads, and Finance/IT to meet evolving data/reporting needs.

• Support ongoing data quality initiatives and act as an advocate for data-driven decision-making in the Services business.

Additional Responsibilities

• Prepare regular (weekly, monthly, quarterly) performance reports and presentations for management review.

• Lead or support process improvement projects aimed at increasing automation and efficiency within the analytics/reporting cycle.

• Stay current with industry analytics tools and methodologies; recommend enhancements to Kaleris’analytics capabilities asappropriate.

• Support the roll-out and training for new analytics/reporting tools or processes as needed.

Employment Prerequisites

• Bachelor’s degree in business analytics, information technology, data science, finance, ora relatedfield.

• 1–2 years (including internships/co-op) of hands-on experience in data analytics, business intelligence, or a similar analytical role (ideally within professional services, SaaS, or consulting environments).

• DemonstratedproficiencywithExceland at least one major dashboard/reporting tool (e.g., Power BI, Tableau).

• Experience with data extraction, transformation, and integration across multiple systems (e.g., PSA tools, Salesforce, NetSuite).

• Ability to define, calculate, and explain business and operational KPIs.

• Clear and concise communication skills (written and verbal). Ability to present data in an actionable and audience-appropriate manner.

• Assertive problem-solving and analytical skills, with high attention to detail.

• Familiarity with Professional Services Automation tools (preferablyCertinia/FinancialForce) and Salesforce is strongly preferred.

• Ability to work collaboratively in a multi-cultural, geographically distributed team environment.

Nice to Have

• Experience in Resource management

• Experience in process mapping, data governance, or business process improvement.

• Exposure toautomation technologies (RPA, low-code platforms, etc.).

• Familiarity with NetSuite or other financial/ERP platforms.

• Experience supporting globally distributed service or operations teams.

This role is ideal for an early-career analytics professional looking to shape decision-making and impact in a dynamic, high-performance services operation, with significant exposure to process and systems transformation.