Support Operations Analyst
Core
Deliver ad hoc reporting, automate processes, and sustain the Power BI/Power Platform estate for Thomson Reuters' contact center operations.
Role type
Senior IC Support Operations Analyst (Power BI & Automation)
Builds
Automated reports, dashboards, and process automation workflows for contact center operations
Domain
Contact Center Operations / Business Intelligence
Deliverable
dashboards & analysis
Required skills
Power BI development, DAX, Power Apps, Power Automate, Advanced Excel (Power Query), Project Management, Data Modeling
Preferred skills
SQL, Snowflake, Lean Six Sigma, Generative AI tools
Technologies
Power BI, Power Apps, Power Automate, Dataverse, Salesforce, Genesys, Aspect, Snowflake
Responsibilities
Deliver accurate ad hoc reporting and analysis for operations leadership; Own project management for process and report automation initiatives; Sustain the accuracy and governance of the Power BI, Power Apps, and Power Automate estate; Build and maintain a single source of truth across contact center data sources; Produce contact driver, handle time, quality, and workforce analytics with written recommendations; Monitor dataset refreshes and resolve escalations; Apply Generative AI tools to speed up documentation and analysis.
Seniority
Senior, hands-on IC