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Nutanix is seeking a Senior Data Analyst to join its Global Support Organization, focusing on transforming complex support data into actionable insights that drive customer experience, operational efficiency, and strategic decision-making.
You will own technical support and operations analytics, analyzing support data to identify trends in case volume, backlog, resolution time, escalations, and customer experience. You'll segment and diagnose performance across dimensions like issue type, priority, product, region, support tier, and ownership. You'll define, maintain, and evolve operational KPIs and performance metrics, identifying risks and opportunities related to workload, service levels, and customer outcomes.
A core responsibility is data visualization and analytical storytelling. You'll design and maintain interactive dashboards and reports using enterprise visualization tools (Tableau, Power BI, Looker, or similar), creating visualizations that emphasize trends, drivers, and leading indicators. You'll translate complex analyses into clear, executive-ready narratives tailored for different audiences—from operational leaders to C-suite executives.
On the technical side, you'll extract, transform, and analyze support data using SQL and analytics platforms. You'll partner with data science teams to support data models, transformations, and integrations, and understand data refresh cycles, latency, and lineage to ensure reliable reporting.
You'll act as a trusted analytical advisor to Support leadership, understanding business questions and priorities, proactively identifying opportunities to improve operational performance, and presenting insights and recommendations across the organization. You'll also establish and document metric definitions and reporting standards, ensuring consistency and accuracy across dashboards and reports.
Required: Bachelor's degree in Economics, Business, Statistics, Mathematics, Data Science, Analytics, or related field. 3+ years in a data analytics role, ideally supporting Support or Operations. Full professional English fluency. Hands-on experience with data visualization tools. SQL proficiency for data extraction and analysis. Experience with Python or R for advanced modeling. Strong communication skills explaining findings to non-technical audiences. Ability to work effectively across global teams with strong initiative.
Preferred: Experience with product managers on product supportability. Background analyzing support or customer service data (case management systems, CRM platforms). Familiarity with support KPIs (productivity, SLA attainment, backlog aging, TTR, NPS, CSAT). Exposure to data modeling, data warehousing, or ETL processes. Track record influencing stakeholders and driving change through insights.
