Business Intelligence Analyst IV

Owns the relationship held with each customer and serves as an interface between the customer and the Rackspace support infrastructure to ensure the customer’s technical, system administration, and specialist support needs are met. Owns customer issues from identification to resolution and ensures customers know the value of Fanatical Support. Knows how to speak to technology, understands the decision-making process as to why certain technologies should be chosen over others and how the customer can leverage technologies to their advantage. Advises and influences customers toward technologies.

·       Understand the contracts / SOWs of one or more accounts, compile all the contractual commitments, SLAs, KPIs, SLOs, compliance, etc.

·       Partner with respective teams to implement appropriate tools, framework and governance to track, capture and report the contractual commitments

·       Own & Enforce ITIL process across one or more accounts

·       Analyze and plot ticket trends across the infrastructure environments, identify improvement areas for reducing the ticket resolution time

·       Drive ticket reduction by leveraging new technology and tools to identify problem areas, repetitive ticket sources, and work cross-functionally with teams and get those addressed

·       Conceptualize and implement scalable dashboards for driving productivity across customer base

·       Should be able to bring actionable insights and share recommendations with Sr Leadership to drive efficiencies /productivity  

·       Prior experience of using ServiceNow particularly ITOM (IT Operations Management) that helps analyze tickets and automation is preferred

·       Prior experience/familiarity of applying/taking advantage of emerging technologies like AI to achieve analytical capabilities is preferred

·       Familiarity with Healthcare customers/domain is preferred (not mandatory)