Analyst, Analytics (IT)

at  DaVita

JOB DESCRIPTION:

This Analyst, Analytics will be responsible for managing and optimizing the reporting capabilities at DaVita. They will work closely with various stakeholders and our team to gather requirements, and design, develop, and implement reports that provide valuable insights into key performance indicators (KPIs) and operational metrics to help measure success.

REQUIRED SKILLS AND QUALIFICATIONS:

• Strong analytical and problem-solving skills, with the ability to interpret complex data sets.
• Knowledge of SQL or other query languages for data manipulation and extraction.
• Experience with Excel and Python.
• Experience in report design and development, preferably in a customer service or contact center environment.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Attention to detail and a commitment to delivering high-quality reports that meet stakeholders’ needs.
• Bachelor’s degree in computer science, information technology, business analytics, or a related field (preferred).

ADDITIONAL REQUIREMENTS:

• Familiarity with contact center operations and metrics (e.g., average handle time, first call resolution) is a plus.
• Certification in NICE Systems’ products or relevant analytics tools.
• Experience with ServiceNow™ ITSM Platform, Salesforce preferred.
• Experience with Tableau™ or similar data visualization technologies.
• Experience applying Mathematical (Statistical) concepts in data analysis.
• Other duties as designed.

• Requirements Gathering: Collaborate with business stakeholders to understand reporting needs and requirements.
• Report Design: Design and develop customized reports using NICE Systems’ reporting tools and Tableau to meet business objectives.
• Data Analysis: Analyze data to identify trends, patterns, and anomalies, providing actionable insights to stakeholders.
• Report Implementation: Implement and deploy reports, ensuring accessibility and usability.
• Performance Optimization: Optimize report performance and efficiency to minimize processing time and resource utilization.
• User Training and Support: Provide training and support to users on accessing and interpreting reports effectively.
• Quality Assurance: Perform quality assurance checks on reports to ensure accuracy, consistency, and compliance with department standards.
• Documentation: Document report specifications, design, and deployment processes for future reference and audit purposes.
• Continuous Improvement: Stay updated on the latest trends and best practices in reporting and analytics, proposing and implementing enhancements to existing reporting processes.