Business Analyst- Remote

Customer Success and Support Plano, Texas San Francisco, California Columbus, Ohio Chicago, Illinois New England, United States McLean, Virginia Boulder, Colorado


Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!

Role:

Splunk is looking for a Business Analyst, Technical Support Strategy & Planning to join our passionate, fun and innovative Splunk Global Support organization. This role will support cross functional strategic initiatives on behalf of Global Support across Splunk.

This Business Analyst role will work closely with Global Support Leadership, Support Operations and Customer Success Strategy and Operations teams. The candidate will be responsible for weekly, monthly and quarterly business reviews, strategic narratives, assisting with planning organization-wide meetings among other programs and projects.

Responsibilities:

Strategy

  • Contribute with the development and planning of Splunk’s overall Global Support strategy to make a measurable impact on key outcomes like retention, annual revenue, cost to serve, time to value, customer experience, etc. Global Support Strategy must be aligned with Customer Success and overall Splunk priorities and backed by Data and customer insights
  • Develop and maintain an effective interlock working in strong collaboration with all other business functions to complete the Global Support strategy (e.g CS, Sales, PM, Engineering, Product).
  • Develop content for executive level presentations (QBRs, Strategy Narratives, etc.)

Business insights

  • Partner with Global Support leadership to develop data insights and dashboards to support the business and provide insights into operational efficiency
  • Analyze data to identify strategic opportunities to improve our business, in partnership with the operations and analytics team.

Strategic processes

  • Develop Narratives and supporting content for executive leadership within the business areas to create and maintain alignment around the business objectives, priorities, measurable benefits, success criteria, scope, and constraints impacting all functions of Global Support
  • Partner with the Global Support organization and greater leadership team to ensure strategies and narratives are aligned to programs/initiatives.
  • Ensure standard business analyst methodologies & processes are applied to address unique situations.

What you bring:

  • Critical thinking, thought leadership and foresight: You anticipate changes in customer expectations and quickly mobilize and strategize to guide the required customer experience shifts.
  • A passion for delighting customers and growth: You’re a pro using data driven insights to guide actions and outcomes.
  • You have a deep understanding of value drivers in recurring revenue business models and the support operating metrics relevant to a support organization.
  • Interpersonal, networking and influencing skills: Ability to communicate effectively with internal and external partners and customers at every level. Influence alignment and prioritization of initiatives critical to delivering the strategy. You embrace change and have a demonstrable ability to empower and influence across functions.
  • Problem-solving and analytical skills: Interpreting and using data insights for constantly improving customer experience.
  • Ability to understand business objectives and communicate critical initiatives accordingly: clear understanding of the company’s/organizational objectives and ability to align and document initiatives to contribute to the achievement of the business goals.
  • Long term strategic outlook and ability to break it down into achievable and measurable roadmaps: You can visualize the desired end result and then work backwards to plan, strategize and document.
  • Data-driven approach and a curiosity about technology

Requirements:

  • 5+ years of demonstrated ability and proven track record of leading strategy and operations in a scaled B2B SaaS company. Efforts must demonstrate material impact on retention, expansion and growth.
  • 3+ years of proven experience in strategic program execution building a scalable and repeatable approach to program management.
  • Experience in Technical Support or Technically focused organizations
  • Experience scaling during hyper growth, comfortable with ambiguity
#LI-Remote

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

(Colorado only*) Minimum base salary of $75,000. You may also be eligible for incentive pay + equity + benefits.*Note: Disclosure per sb19-085 (8-5-201 et seq).

Thank you for your interest in Splunk!