Operations Support Analyst

Are you passionate about transforming raw data into actionable insights? As an Operations Support Analyst, you'll play a critical role in providing clear, data-driven reports and metrics that drive strategic decision-making. This role focuses on measuring Client Experience and Knowledge Centered Support (KCS) engagement, uncovering key performance indicators (KPIs) for service delivery, and identifying patterns of success through in-depth data analysis.

In this position, you'll work closely with support leaders and divisional experts to create meaningful reports and documentation that empower decision-makers and enhance operational efficiency. Your ability to translate complex data into compelling narratives will contribute directly to the success of our teams.

Location and Work Environment
This position is based in our Yarmouth, ME office. We are open to both fully onsite schedules (5 days per week) and hybrid schedules (3 days per week).

Why This Role Matters
The Operations Support Analyst is a key contributor to our mission of delivering high-quality support for Tyler's Enterprise ERP solutions. In this role, you will:

A Typical Day in This Role
Your day begins with validating data refreshes and reviewing report subscriptions. A request to incorporate a new metric into an existing report lands in your inbox, and you begin by collaborating with the requester to understand its significance. You dive into the source data, analyze report structures, and craft a plan to integrate the new information seamlessly.

Later, during your daily reporting review, you evaluate incoming data model requests and prepare for the weekly grooming session. By working closely with stakeholders, you ensure each request is clearly defined and actionable.

As you explore datasets, you might uncover anomalies requiring deeper investigation. Partnering with subject matter experts, you identify the root cause, propose solutions, and share your findings with the team.

Your Approach
You take a consultative and strategic perspective in your work. Whether developing a new report, advising colleagues, or managing the data model, you're committed to identifying opportunities for operational growth while addressing technical challenges. As a vital connector, you bridge knowledge gaps to enhance support team capabilities and elevate the client experience across Tyler.

Location

Yarmouth, Maine | Plano, Texas

Travel

0-5%

Responsibilities

• Create and generate periodic business metrics, service statistics for proposals, and ad hoc reporting.
• Co-manage Tyler Support reporting database and workspace design, partnering with team, division, corporate and external vendor resources.
• Define and facilitate change management in business policies, procedures and support systems through documentation and training.
• Design, develop and implement complex projects either independently or as part of a team.
• Present operational topics to a wide range of audiences including support staff, management and executive leadership.
• Ability to multitask efficiently by addressing inquiries from support staff and management, resolving issues of varying urgency, and providing aid to other team members while maintaining composure under pressure.
• Be adept at finding the root cause of an issue to determine proper course of action for timely resolution.
• Stay current on support industry best practices and business intelligence tools.

Qualifications

• BS/BA degree in related field or equivalent experience is required.
• Experience with SQL Server databases, advanced SQL knowledge, and the ability to generate reports from SQL data are all required.
• Ability to communicate complex quantitative analysis in a clear, precise, and actionable manner is required.
• Experience in Power Bi and Microsoft Dataverse highly desired.
• Proven capability to create and generate periodic business metrics, service statistics for proposals, and ad hoc reports.
• Knowledge Centered Service industry certifications is a plus.
• Knowledge of Automated Call Distribution (ACD) and incident management systems is preferred.
• Expanded Microsoft PowerPoint & Excel knowledge is required.

Taking Care of You & Your Family

Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.