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Cornerstone onDemand Customer Support Operations Analyst - Remote (United States) in Wichita, Kansas

As a Customer Support Operations Analyst/Sr. Analyst you will be responsible for supporting both the procedural and analytical efforts of the Global Customer Support team. Ultimately, you will be responsible for ensuring that our support teams are operating both efficiently (through process optimization and innovation) and effectively (by ensuring that leaders across the organization have access to the data/insights that they need to maximize operational awareness).

In this role you will…

  • Partner with key leaders to develop and maintain a complete understanding of GPS business objectives, business questions, and products/services that need to be supported

  • Serve as the “single source of truth” for all procedure and analytics inquiries

  • Create and maintain process maps outlining current capabilities, gaps, and opportunities

  • Provide support and mentoring in the use and development of analytical and reporting tools used in the business units

  • Manage solutions for the customer support business unit on various platforms such as Salesforce Community Cloud and Salesforce Service Cloud

    You’ve got what it takes if you have…

  • Bachelor's degree (B.A.) from four-year College or university; or three to five years related experience and/or training; or equivalent combination of education and experience preferred

  • 3+ years of experience supporting Customer ServiceBonus points for Experience with Contact Center Software and Workforce Management tools

  • 3+ years’ experience as a hands-on report developer / analyst, demonstrating strong analytical and problem-solving skills

  • 2+ years’ project management experience

  • Proficiency with SalesForce.com and contact center technologies

  • Proven success implementing and supporting critical business processes in a fast-moving, complex environment

  • A passion for solving difficult problems with innovative solutions, conveying a sense of urgency and driving issues to closure

  • Client Oriented Focus – Work to anticipate internal and external client needs and has an overriding commitment to client satisfaction

    This role will require…

  • Business Systems/operations background- user, admin or support role preferred

  • System integration and/or implementation background

  • Previous experience with advanced Excel reporting

  • Strong communication skills

  • Previous experience with creating reports for business users

Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at careers@csod.com

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