In this role you will focus on generating, conducting and delivering operational performance reports and analysis to help our Management team gain insights and make data driven decisions to improve IT services requests. You will have the opportunity to identify the operational need, knowledge gap, and training opportunities. At Zoom we have the ability to deliver market-shifting features in our platform. At the same time our team moves fast, continuously improves, and delivers results. You are joining a fast paced team that delivers and enables employees with the tools they need to be successful at Zoom. This position is located in Denver, CO and will require working in the office.

Job Responsibilities

• Collect, review and analyze IT Support tickets data to provide insights of the IT Operations to improve and meet SLA, KPI and Compliance requirements

• Generate daily, weekly, monthly, and quarterly operational reports and analysis to monitor performance and utilization of IT Support services.

• Regularly collect and examine data to identify trends to provide support teams the information they need to resolve common or recurring issues at the root level.

• Use data to identify performance related issues and recommend action plan or corrective action for improvement

• Mining data from official sources, then reorganize the said data in a format read by human or machine

• Using statistical tools to interpret data sets, paying particular attention to trends and patterns that could be valuable for diagnostic and predictive analytics efforts.

• Preparing reports for the leadership that effectively communicate trends, patterns, and predictions using relevant data

• Creating appropriate documentation that allows stakeholders to understand the steps of the data analysis process and duplicate or replicate the analysis if necessary.

• Actively participate and work with IT Management and Team Lead to review and audit activities that would help address process gaps or compliance issues.

• Provide post-mortem analysis of escalated tickets to be able to review support flows & processes

Qualifications

• Bachelor degree in Data Science or Business Analytics or equivalent work experience

• Minimum 5 years relevant experience in IT or similar technical operational role(s) with at least 3 years functional experience with IT or Technical Support Operations environment.

• Excellent written and verbal communications with ability to communicate technical information in a clear and concise manner to both technical and nontechnical personnel

• Strong Windows and Mac OS, network and applications troubleshooting skills

• Comfortable working with data to be able to provide summary and commentary or observations based on analysis

• Demonstrated understanding of technical and customer support operating structure, processes and analytics

• ITIL training or certification preferred

Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

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