Analyst, Provisioning Job Listing at Qualtrics in Provo, UT (Job ID 6907352)

Description

At Qualtrics, we create software the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you'll be part of a nimble group that's empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won't have to look to find growth opportunities—ready or not, they'll find you. From retail to government to healthcare, we're on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that's work worth doing.

Analyst, Provisioning

Why We Have This Role

At Qualtrics, we recognize that our customers' success is integral to our overall success. The Provisioning team is dedicated to ensuring our customers have the appropriate access to all features and services associated with their licensed products. This role is essential in facilitating the smooth launch of new products, optimizing workflows, solving critical system issues, improving the provisioning automation, managing client escalations, and delivering exceptional service to our customers. Provisioning is currently a leading pain point for customers and our field teams, where system issues are causing disruptions for our customers at pivotal moments in their journey (eg., switching on for first time or renewing)

The L3 Provisioning Analyst plays a critical role in enhancing the operational efficiency and effectiveness of the Provisioning team at Qualtrics. This position is designed for an experienced professional who excels in project management, program management, operational management, process improvement, and data analysis. The successful candidate will not only lead key initiatives but also ensure the day-to-day operational excellence of provisioning processes, working closely with cross-functional teams including Engineering, Product Management, Business Planning, Sales, Deal Desk and TSMs, etc. to seamlessly deliver services to our customers.

How You'll Find Success

• Lead Projects: Drive cross-functional projects aimed at optimizing provisioning workflows, collaborating with various teams to define scope, objectives, and deliverables.
• Implement Process Improvements: Identify inefficiencies and develop standardized operational workflows to enhance service quality and alignment with industry best practices.
• Data Analysis and Reporting: Conduct comprehensive data analyses, produce actionable insights, and create performance reports for stakeholders using data visualization tools. Leverage tools like SQL, Tableau, Datamart, etc. to aggregate data and build out internal dashboard reports
• Stakeholder Engagement: Cultivate strong relationships with internal and external stakeholders, gathering feedback to inform process enhancements that align with business goals.
• Operational Leadership: Help lead provisioning operations, ensuring timely and accurate service delivery while developing operational metrics to gauge performance.
• Drive KPIs: Drive improvement of the Provisioning KPIs, including Team Performance, CSAT, and Resolution Time, as well as improving the automation rate of provisioning issue.

How You'll Grow:

• Impactful Contributions: By taking ownership of key projects and initiatives, you will have the chance to directly influence the operational success of the Provisioning team and the wider organization.
• Professional Development: This role will offer you opportunities to further develop your skills in project management methodologies, operational management frameworks, and data analysis tools through key projects and initiatives, enhancing your skill set and career trajectory.
• Broadened Expertise: You will gain in-depth knowledge of provisioning processes and cross-departmental collaboration (including exposure to L8+ senior leaders), positioning you for larger operational leadership roles within Qualtrics.

Things You'll Do:

• Lead Projects: Drive cross-functional projects aimed at optimizing provisioning workflows, collaborating with various teams to define scope, objectives, and deliverables.
• Implement Process Improvements: Identify inefficiencies and develop standardized operational workflows to enhance service quality and alignment with industry best practices.
• Data Analysis and Reporting: Conduct comprehensive data analyses, produce actionable insights, and create performance reports for stakeholders using data visualization tools. Leverage tools like SQL, Tableau, Datamart, etc. to aggregate data and build out internal dashboard reports
• Stakeholder Engagement: Cultivate strong relationships with internal and external stakeholders, gathering feedback to inform process enhancements that align with business goals.
• Operational Leadership: Help lead provisioning operations, ensuring timely and accurate service delivery while developing operational metrics to gauge performance.
• Drive KPIs: Drive improvement of the Provisioning KPIs, including Team Performance, CSAT, and Resolution Time, as well as improving the automation rate of provisioning issues

What We're Looking For on Your Resume:

• Education: Bachelor's degree in Business Administration, Information Systems, Data Analytics, or a related field; 
• Experience: 2+ years in an analytical or operational role, with a focus on project management, process improvement, and data analysis.
• Skillset:
• Proficiency in project management methodologies and tools (e.g., Agile, Waterfall).
• Exceptional analytical skills and experience interpreting complex data sets.
• Excellent communication and interpersonal skills; ability to influence and collaborate effectively.
• Strong operational mindset
• Technical or hard science major or minor.
• Prior instructing, research, or tutoring experience.
• Prior project management experience
• Knowledgeable in SQL (Amazon Redshift), Tableau, Redash etc.

• We have an open office environment here at Qualtrics, so you collaborate with fellow account services specialists to find solutions for both our customers and our processes
• This is a new and growing team where you will have an exciting opportunity to provide feedback, shape processes, and develop broad skills. These experiences will fuel future career growth with many options for upward mobility across Qualtrics
• This is a highly collaborative role where you will engage with colleagues across the company. We are looking for team players who are excited about diving into ambiguity and solving tough problems

• Competitive salary, performance bonuses, generous 401(k) Match
• Wellness Reimbursement for $300 per quarter for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
• $1800 Experience bonus to be used for an “Experience” of your choosing
• Unlimited Sick Days
• Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women's Leadership Development, which exist as places for support, allyship, and advocacy.
• Free food and drinks, massage chairs, table tennis, an onsite gym and more

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

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