The BI Analyst will be an integral part of our award-winning team, focused on leveraging business intelligence tools, including Tableau, to drive data-driven decision-making, provide global end-user support, and ensure continuous improvement for our analytics and reporting platforms. This role involves managing internal user tickets, performing system administration, creating high-impact reports and dashboards, and providing technical guidance and oversight to other team members.

Key Responsibilities:

End-User Support and Issue Resolution

• Provide timely, global end-user support, documenting, troubleshooting, and resolving requests, incidents, and problems via email and ticketing systems.
• Critically analyze, triage, and resolve complex issues.
• Utilize and build decision trees to evaluate and appropriately escalate issues to internal technology teams.
• Collaborate with Appian’s technology team to resolve application issues and provide guidance on system utilization.

System Administration, BI Development, and Team Oversight

• Provide day-to-day regional oversight, guidance, and mentorship to junior members of the Sales.
• Perform essential system configuration, maintenance of user roles and profiles for core analytics platforms (e.g., Salesforce).
• Design, build, and maintain high-impact reports, dashboards, and data visualizations using both Salesforce and Tableau to meet advanced business intelligence needs.

Documentation and Platform Improvement

• Create and maintain thorough documentation of processes, policies, and application configurations.
• Update the knowledge base to ensure procedures and known fixes are current and easily accessible.
• Stay current with platform releases (Salesforce, Tableau, and other BI tools), new features, and best practices, making recommendations to management regarding implementation.
• Document new requirements when needed.

Stakeholder Collaboration

• Work with cross-functional stakeholders to clarify system requirements and answer questions about system improvements.
• Comfortably collaborate with both technical and non-technical stakeholders.

Required Qualifications:

• Bachelor’s degree in Engineering, Information Systems, Business, or a related field (or equivalent experience).
• 5+ years of hands-on experience in Salesforce and Tableau.
• Proven expertise in developing reports, dashboards, and data visualizations using Tableau.
• Demonstrated experience providing technical oversight, guidance, or mentorship to a team.
• Proactive, with a continuous improvement mindset and a commitment to data accuracy and attention to detail.
• Demonstrated creativity balanced with practicality to meet business objectives and team needs.
• Excellent communication and documentation skills.
• Ability to quickly master new technology.
• Ability to work in a hybrid environment part of the day in office and part of the work to be completed from home.
• Technology/Work Environment: Must have a reliable, high-speed internet connection and a dedicated, quiet workspace.
• Time Zone Alignment: Ability to align work hours with US EST, i.e. IST 4 PM - 1 AM IST, with an hour-break.