Job Title

About the role: As a Tier 2 BI Support Analyst, you will be representing ZSS in internal and external UK based customer interactions. You will be focused on delivering the best possible advice, guidance and resolutions for a range of reporting-based queries related to Zellis reporting tools. You will engender a customer-first approach, placing the customer support experience and their satisfaction at the heart of everything you do. You will be supporting reporting tools such as Power BI, ResourceLink Reporting Services, Cognos Impromptu and Cognos 10, speaking to system administrators, IT professionals and internal Zellis colleagues to diagnose and resolve customer impacting reporting issues. The BI Support Analyst will report into the Team Leader, within the Zellis Support Services team, in the Services Organisation. Essential Skills:• Recent experience of supporting / using reporting applications or similar in a Help Desk role• Knowledge of reporting tools and technologies such as SQL• Experience in one or more of the following: Jaspersoft; PowerBI; Business Objects; Cognos would be desirable.• Understanding of datasets and their relationships• Proven analytical and problem-solving skills• Excel in customer service• Excellent written and verbal communication skills• Able to work independently, manage your own time and priorities, giving urgency when needed• Able to multi-task, manage a diverse workload• Self-motivated and resilient• Well organised with an attention to detail• Positive and flexible attitude to work • Ability to work under pressure and to tight deadlines• Ability to work with cross-functional teams• Ability to learn using all available resources and retain knowledge effectively• Candidates who have experience in case management and worked in Service Now related tools• Hands on experience of 1-2 years on any BI tools• Exposure to working in a customer service environment• Exposure to delivering a case resolution in a SLA driven environment Role Accountabilities and responsibilities:• Manage assigned case workload according to priority• Provide complex advice and guidance and/or solutions via case logging system/remote access tool• Perform data analysis to investigate, diagnose, and apply corrective action and/or use troubleshooting techniques to identify solutions / workarounds for reporting / application issues• Identify and replicate reporting defects, provide documented steps and flag to the BI Senior Champion for notification to Engineering• Identify opportunities for case deflection including trend analysis, creation of knowledge articles and potential product enhancements• Resolve cases within published Service Level Targets• Adhere to all Support procedures and quality standards• Always provide a positive customer experience to ensure customer satisfaction• Contribute towards team goals and objectives • Maintain accurate information within our systems • Provide advice and guidance via chat tool and aim to provide solution at first contact. Where not possible raise case on behalf of the customer. Once proficient in the reporting tools you will join the Chat rota.