Support Operations Analyst

Nutanix San Jose , CA 95111

Posted 2 weeks ago

Support Operations Analyst

Responsibilities:

  • Establish processes for Support organization and serve as key representative on X-Functional core teams.

  • Coordinates and monitors the operational and execution elements of the Support Offering process - SKU setup coordination, testing/validation and maintenance prior to launch.

  • Creates process documentation for internal team and Cross-functional collaboration around new feature setup and Issue management

  • Responds to field requests on Support components of RFPs regarding various established Support products, policies and programs

  • Track and validate Marketing Collateral, Collaboration, Fields Enablement related to Support offerings

  • Track, Validate and sure the readiness of Support SKUS during launch.

  • Operationalize Support.com updates

  • Misc operational, CRM, ERP, Support Portal requests and prioritization

Requirements:

  • Advanced Proficiency with Excel and PowerPoint.

  • Highly organized, process and detail oriented.

  • Experience in developing and implementing process improvements

  • Strong analytical, quantitative and data skills

  • Prior experience with CRM and EPR tools. Salesforce or NetSuite preferred.

  • Prior experience in Support or Operations role preferred.

  • Excellent written and verbal communication skills

Qualifications and Experience:

  • Bachelor's degree from an accredited university or college with 1-3yrs prior experience, Master's Degree is a plus.

  • Prior experience supporting a Sales/Services organization a plus.

  • Salesforce.com reporting, dashboards, and quote suite experience a plus.

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