Senior Business Intelligence Analyst

As a Senior Analyst on the Customer Support Operations team, you will work closely with other analysts and senior leadership to level up our reporting activities across Customer Support. An expert in Tableau and SQL, your contributions will enable members of the team to access critical information and pace against our most important metrics, easily. You’ll also partner with your manager and other data teams to continuously sharpen your skills and grow as an analyst. 

We’re looking for a proactive, independent thinker with deep analytical skills, coupled with the ability to work in a structured manner to thrive in ambiguity. You are not afraid to roll up your sleeves, dig into massive sets of information, and create solutions to problems that have never been tackled before.

What will I be doing? 🚀

1. Design and deliver a robust suite of reports that tell stories about the performance of the support organization on a daily, weekly, and quarterly basis.
2. Leverage expertise in Tableau to build robust, easy to understand visualizations that share key information in a tabular format.
3. Use SQL skills to level up and maintain our data sources, ensuring they are serving their intended purpose without creating an unnecessary strain on Intercom’s underlying data infrastructure. 
4. Work with peers and other data teams to level up best practices (e.g, pressure-testing queries).
5. Support quarter-end reporting and associated reporting milestones (e.g, QBRs) 
6. Develop strong collaborative relationships with stakeholders in Support, Finance, Marketing, and other teams across the company