Note: The job is a remote job and is open to candidates in USA. ConsultNet Technology Services and Solutions is seeking a Business Analyst – Reporting & Analytics to support Ancestry's Member Services Business Analytics team. The role drives reporting ecosystem architecture, analytics strategy, KPI and dashboard governance, predictive modeling, data infrastructure projects, executive advisory, and automated reporting optimization for omni-channel contact center operations.
Responsibilities
- Strategic Analytics & Proactive Initiatives: Autonomously identify, design, and champion analytics initiatives that optimize short- and long-term omni-channel contact centre operations, financial performance, and service delivery and customer experience
- KPI Architecture & Dashboard Strategy: Own the end-to-end design, implementation, and governance of business-critical KPIs, predictive models, and executive-level dashboards across Tableau, SQL, and internal platforms
- End-to-End Project Leadership: Lead analytics and data infrastructure projects from initial concept through execution and rollout, coordinating across multi-departmental teams without explicit daily oversight
- Executive Advisory: Partner closely with operations and business leaders to communicate past performance drivers, future risk forecasts, and strategic trade-offs to consistently meet or exceed service level goals
- Advanced Data Exploration: Query and synthesize complex, multi-layered data from relational warehouses, cube databases, and raw data pipelines to answer unprompted, high-level business questions
- Process Optimization: Identify manual reporting bottlenecks across the team and engineer automated, scalable reporting infrastructure
Skills
- 4+ years of progressive experience in business analytics, operations analytics, or business intelligence roles, ideally within a multi-site, contact centre and customer experience environment (phone, e-mail, chat and AI bot, self-service)
- Proven track record of operating independently, initiating high-value analytics projects, and influencing business decisions without direct authority
- Strong technical proficiency in SQL, Excel, and enterprise visualization/BI tools (Tableau, Power BI, PowerPivot)
- Deep understanding of workforce management (WFM) dynamics, capacity planning, and predictive forecasting models across complex multi-departmental environments
- Demonstrated experience leading end-to-end analytics initiatives and utilizing formal or informal project management methodologies
- Experience and strong knowledge in Generative Artificial Intelligence and Large Language Models
- Bachelor's or Master's degree in Business, Analytics, Computer Science, Statistics, Economics, a plus, or an equivalent combination of education and deep industry experience
- Familiarity with data warehouse architectures, SAS, and Zendesk analytics is highly preferred
Benefits
- Remote- Utah only
- 1 year contract
Company Overview
Company H1B Sponsorship