Data Analytics Administrator, Support Operations

Company Description

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.

We are a virtual first company and your primary work experience will be virtual / working from your home.  Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment.    

Job Description

QAD is looking to hire an Data Analytics Administrator who will be responsible for planning, developing, implementing, and reporting on Support, Cloud Operations and Customer Success metrics and data analytics. Uses a systematic approach to research, process, and handle all requests for management metrics. Drives program governance and processes for ensuring Google Big Query, Data & Looker Studio, Jira and other reporting tools as needed. Monitors, analyzes and identifies trends from data to deliver actionable insights and helping to improve systems, tools, and processes.

Role and key deliverables:

• Accurately analyze and collect data to create business reports that provide insight into key data points for Support’s initiatives. Monitor and communicate performance data, usage accuracy and ROI. Watch for unusual trends or anomalies and engage appropriate leaders where action is required. Provides direct assistance as requested to prepare reports or analyze data from all levels of management within Support.

• Oversee and administer Data Studio reports. Utilize established QAD processes and tools to verify data accuracy for audits.  Monitor automated processes to ensure consistent and correct processing of data – and take a leading role in investigation and resolution of any issues. 

• Perform data analysis for generating and distributing management reports in an accurate and timely manner. Prepare and publish Monthly and Quarterly performance metrics for Support, including ROI results, and prepares quarterly accruals and final achievement reports.

• Contribute to departmental projects – including leading select initiatives independently.  

• Support day to day operations, monitoring and problem resolution for any issues that arise with the governed tools and processes. 

Qualifications

• A University or Bachelor’s Degree in, Engineering, Information Technology, or a related field.

• Experience in a high-tech Customer Support industry.   Computer programming experience is a plus

• Business Administration or Data Analytics  and ITIL v4 Foundation Certification are plus

• Miniumum of 3 years of Experience with reporting platforms, tools, data management and analysis

• Other Program / Supplemental Training: Data analytics, Google Data Studio, and Business Analytics/Intelligence is preferred.

• Experience: Experience collecting and analyzing data as well as knowledge of contracts or intellectual property entitlement. Effective planning, analytical and problem-solving skills. 

• Computer skills: Proficiency with Google product suite including advanced spreadsheet features (reports, pivot tables). Strong capability with business applications and security controls and administration.   

• Other knowledge: Project management experience is a plus. Strong oral and written communication, as well as time management skills.

• Experience in analysis and data management for a Customer Support/Service organization or call center, with high aptitude for data integrity and accuracy.

• Strong analytic skills for preparing and analyzing complex activity data.

Additional Information

• Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
• Opportunity to join a growing business, launching into its next phase of expansion and transformation.
• Collaborative culture of smart and hard-working people who support one another to get the job done.
• An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.
• Compensation packages based on experience and desired skill set

About QAD:

QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. 

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