SolarWinds is a unique business in the IT management space, and one of the ways in which we are unique is our relationship with IT users (system administrators, network admins and engineers etc). We believe that the IT pros who use our products everyday – at companies like Expedia, Petsmart, Dish Network, Marriott and virtually every civilian agency and department of the Federal government – should be excited about them. We strive every day to ensure that we capitalize on those relationships and ensure that our customers stay our customers.
SolarWinds is currently hiring a Reporting Analyst for our Taguig, Phillippines office.
The Reporting Analyst will be responsible for supporting the global Customer Success and Technical Support team on day-to-day execution and long-term trending reports, analyzing existing reports and developing new reports to improve operational efficiency and ensure our customers receive the highest quality of support. You should have strong experience with data management and reporting, experience with business analytics applications, strong analytical skills and immense attention to detail. The role will be ideally suited to a Reporting Analyst who has had previous experience of Reporting and Analysis in a Support environment. SolarWinds is a fast-paced, friendly environment with great scope for growth.
Identify and provide the appropriate data to help answer ad-hoc questions.
Design and develop automated reporting solutions to enable stakeholders to make effective decisions.
Provide support and assistance to internal teams using the reports and dashboards
Maintain data integrity and ongoing quality control of delivered reports.
Analyze reports and dashboards and provide actionable insights, and identify process and system improvement opportunities to internal teams
Develop and maintain reports and dashboards which will be used to make tactical as well as strategic decisions.
Create and maintain documentation supporting created reports, metrics or KPIs
Understand the Customer Success and Support Organization processes, systems, capabilities and limitations
Work with Technical Support, Customer Success and Support Operations teams
Assist the Support Operations team with ad-hoc projects as required
Manage and understand the big picture while continuing to focus on the details
Bachelor's Degree - Business or technical discipline advantageous
Previous knowledge and experience of working with Tableau or similar
At least 3 years’ experience as a Business Analyst, Report Writer/Analyst, or Data Analyst
Experience in data quality analysis and the creation of dashboards / reports.
Prior experience of reporting in a Technical Support \ Technical Services environment desirable.
Strong report writing skills with experience of presenting top quality reports, with a strong attention to detail.
Excellent verbal and written communication skills with strong time management ability
Strong computer and technical skills
Excellent communication skills, both written and verbal
Well-developed interpersonal skills and the ability to interact with multiple areas of the company
Resourcefulness in anticipating and meeting the needs of a busy team
Must be able to work in a fast-paced, dynamic environment, under pressure, and with a high degree of professionalism delivering high quality results on time.
Must be comfortable in an environment of changing technologies and processes, and ability to adapt to new ways of working.
Flexible working hours to work with teams in multiple Geographic locations
Knowledge of Operating Systems, Databases, SQL, Excel
Ability to work on own initiative and effectively in a team environment