Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline.  Our technology platforms in communications, software, video and services help our customers work safely and more efficiently.  Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe.  Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

The Business Analytics role reports and measures the activity within CMSO and provides key metrics to all the departments based on requirements. There are many aspects in this position including workload, performance against published SLA's, financial and customer metrics.The Business Analytics role also takes part in establish guiding principles and oversight procedures to ensure strong data governance for accuracy of the Business Intelligence solution in place, focusing mainly on process, quality, consistency, usability, security and availability of information. With key objectives being the Architecture Stewardship to ensure quality, consistency and integration and Change Management. 

Job Description

- Drive ITIL Metrics implementation within various teams globally
- Assure alignment of metrics and KPI's with IT requirements
- Negotiate with teams outside of your organization on End to End Metrics
- Align operations & metrics leads to tool development providing requirements for long-term BI strategy
- Assist initiative/tool change management for new platforms rolling out that impact metrics. Aiming for a seamless transition to the new CRM system.
- Report and provide analysis on a regular and as needed basis requested by internal customers

Global Business Intelligence Governance Coordination:

• Keep track of Data Stakeholders and Stewards
• Serve as liaison to other discipline and programs, such a Data Quality, Compliance, Privacy, Security, Architecture, and IT Governance
• Participate in  governance meetings between IT, tools development, Service Delivery Organization, Metric leads, operation leaders, etc. set up to coordinate any report/metric request to ensure data continuity between regions.
• Collect and align policies, standards, and guideline from these stakeholder group
• Arrange for the providing of information and analysis to IT projects as requested
• Participate in meetings of Data Stewards
• Collect metric and success measures and report on them to data stakeholders
• Provide ongoing Stakeholder care in the form of Communication, Access to information, Recordkeeping and Education/support
• Provide centralized communication for governance-led and data-related matters

Applicable Processes:

• Establishing Decision Rights
• Establishing Accountability
• Performing Stewardship
• Resolving issues and managing change
• Defining data, specify data quality requirements
• Building governance into technology
• Providing Stakeholder Care
• Measuring and Reporting Value
• Driving ITIL best practices implementation
• Align with policies, requirements, and controls

Preferred Skills:

• Proven experience with operational metric and KPI definition and implementation in Support/Service or Call Centre environment or significant experience in quality (5 years of experience required)
• Experience with Business Intelligence Governance
• Knowledge of ITIL, experience with implementation of ITIL best practices (ITIL certificate preferred)
• ​Ability to develop internal relationships and navigate through the organization to drive improvements
• Data-driven - ability to identify and use data to drive the right decisions
• Proven change management skills, with the ability to lead change
• Experience from Support or Service Centre or call center
• Very good knowledge of Analytical/Reporting Tools (Tableau, Crystal Reports, BRIO, SQL, OBIEE)
• Experience with Tableau highly sought after

In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll get:
competitive salary package, private medical & dental coverage, life insurance, employee stock purchase plan, flexible working hours, strong collaborative culture, comfortable work conditions (high-class offices, parking space), volleyball field and grill place next to the office, access to wellness facilities and integration events as well as trainings and broad development opportunities.

Basic Requirements

Bachelors degree (or equivalent) and 2+ years of experience

Travel Requirements

10-25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.