Job Information
Teradata Service Experience Analyst in India
What You’ll Do
As a Service Experience Analyst (SEA), you will be responsible for supporting Service Experience Managers delivering and improving service commitments for our customers. You will be responsible for tasks that are necessary and critical to service delivery, specializing in a deliverable subject area such as reporting, financials, or system monitoring. SEAs will take key roles in standardization, automation, and modernization projects that are crucial to ensuring high customer satisfaction.
Contribute to Operational Excellence
Support assessments of customer analytical environment based on business and technical needs and provide data to support recommendations.
Actively track and identify operational risk through proactive actions and insights.
Execute routine deliverables on-time and meet service delivery requirements.
Apply technical knowledge to understand the impact of service components to customer’s technical ecosystem
Drive consistency of service deliverables across a diverse global customer base
Build knowledge of company processes, solutions, products, services and customers
Contribute to Service Delivery
Collect and analyze delivery and system data needed for technical and executive reviews (e.g. KPIs, system metrics, SLA achievement)
Monitor system engineering metrics (e.g. backlog of cases, Field Retrofit Orders, critical patches, change control management, special handling audits, siteID management)
Leverage and continuously improve e templates to create clear customer presentations and reports (e.g. monthly service reviews, customer support plans, system health reports) that will be presented by the SEM to the customer.
Cloud customer services Onboarding. Delivering Services offer presentations to customers/account teams.
Contribute inputs needed for customer success plans to achieve customer desired outcome.
Who You’ll Work With
Service Experience analysts’ position is team role working with team members of India SEA team. Also requires some degree of collaboration with America’s SEA team for quality improvement in reporting of deliverables.
SEAs are accountable for delivering and improving service deliverables. S EA team works very closely with Service Experience Manager (SEM). SEA team is primarily responsible for monitoring and improve on services metrics data quality, creating operational review reports and providing helping with ad hoc reporting requests. Quality of the reports delivered to SEM has greater impact on SEM services delivery.
The SEM team serves as trusted advisors to our customers and is dedicated to ensuring the success of the customer’s analytical ecosystem. The SEM team drives operational excellence of services at the stakeholder level through proactive actions and insights, building and maintaining strong relationships across Customer Support, Managed Services and Cloud Dev/Ops. SEA India team members report to India SEA Team Manager.
What Makes You a Qualified Candidate
Fluent in English (Verbal and written communication skills)
Bachelor’s Degree (CS, MIS or equivalent)
Experienced on Power BI– Creating and working with Power BI Dashboards.
Experienced on Microsoft excel – working on MS Excel reporting, Excel programming using macros and
Ability to prioritize and perform effectively in a highly dynamic work environment.
Demonstrate problem-solving skills with the ability to analyze possible solutions using standard procedures.
Demonstrate a process-driven mindset.
Demonstrate a pattern of high attention to detail to work efforts.
Teamwork, passionate about helping others and contributing to customer success.
What You’ll Bring
Practical knowledge of analytics and data warehousing
Customer, Cloud, aaS, and/or Managed Services delivery experience
Presentation skills on PowerPoint.
Prior experience in Servicenow and Salesforce.
Our Company
At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.
Why We Think You’ll Love Teradata We prioritize a people-first culture because we know our people are at the very heart of our success. We embrace a flexible work model because we trust our people to make decisions about how, when, and where they work. We focus on well-being because we care about our people and their ability to thrive both personally and professionally. We are an anti-racist company because our dedication to Diversity, Equity, and Inclusion is more than a statement. It is a deep commitment to doing the work to foster an equitable environment that celebrates people for all of who they are.