Palo Alto Strategic Insights Analyst - Global Customer Services 

United States, California 

163952311

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

Palo Alto Networks is now looking for a data professional for the role of Strategic Insights Analyst. You will use your business acumen and technical knowledge to develop and deliver Business Intelligence and Analytics solutions for your internal customers, and you will work with the Business to understand their changing requirements and measure impacts of those changes.

As a part of the Support Operations team within Global Customer Services, you'll be using data to help influence the Business in making informed decisions. You will build data visualizations to automate reporting to meet the needs of the business. The expectation is that you will be able to pull the data together into striking and informative presentations, while adding commentary around trends, conclusions and adding your perspective to addressing key challenges as you assert with data.

Ultimately, and asserting with data, you should be able to provide recommendations to help eliminate cases, drive backlog down, improve TTR, drive to improve escalation management processes etc.

Your Impact

• Business Insights: You take large complex data sets and synthesize into key findings and actionable insights for our executive team.

• Strategic Reporting: Leverage your deep understanding of our Support process and systems, to inspect the Support business. Develop reporting cadence and share with the executive team to drive insights into our business performance against our strategic objectives.

• Stakeholder Management: Present insights, progress, and recommendations to diverse stakeholders, including senior leadership, managers, and team members, ensuring alignment with business goals and priorities.

• Ownership & Agility: Demonstrate a high level of initiative and ownership in driving goals and adapting to evolving business priorities. Take end-to-end responsibility for initiatives, from identifying business needs to implementing effective solutions.

• System & Tool Proficiency: Develop a deep understanding of key business systems such as Salesforce (SFDC), Genesys, and Tableau. Learn and support system workflows, case handling processes, and KPIs relevant to support functions.

• Continuous Learning: Stay up-to-date with relevant system and business changes. Quickly learn new tools and systems (e.g., Asana, JIRA) to effectively contribute to business insights.

• Partner with business stakeholders to understand, document and leverage data to generate insights, provide trending, and recommendations to the Business

• Working with your stakeholders, identify requirements for developing appropriate business analysis and reporting applications

• Develop rich, interactive, visually striking graphics and data visualizations of large amounts of data to help our stakeholders that demonstrate trends and enable swift decision making

• Synthesize complex data sets into executive ready deliverables

• Create groundbreaking predictive models to give actionable recommendations to your internal clients on how to best drive their business with the help of the data.

• Develop ad-hoc reporting and provide analytics services to support business decision making processes

• Provide documentation materials and training activities related to the BI tools and applications created

Your Experience

• 10+ years experience in Analytics, within the relevant domains of customer service, product, social networks, etc

• 8+ years experience in SQL databases or expert-level SQL coding/querying skills

• Experience with data visualization and business intelligence tools or packages (Tableau, Qlikview, Looker, etc)

• 7+ years experience with visualization design including dashboards, executive and operational, or front end visualizations

• Operational knowledge of Technical Support at a global scale

• Excellent analytical and problem solving skills, combined with strong business judgment and an ability to present analysis in a clear and compelling manner

• Data manipulation and transformation skills.

• Experience with CRM systems, eg. Salesforce.

• Cloud technologies (AWS, Azure, etc.) a plus

• Bachelor's degree (statistics, computer science, predictive analytics, or math preferred)

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $146000 - $235500YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.