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Microsoft Corporation Supportability PM BI and Insights in Redmond, Washington

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services but also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Store and Advertising Support and Services is looking for a Supportability PM to facilitate data provisioning and insights for our Store and Advertising support organizations. We ideate and create data resources that offer innovative, valuable, and consumable insights. This includes analysis to advise and measure the overall strategy for providing a world-class support experience for our customers. If you are someone with a passion for connecting the dots using data, analytics, and some creativity to gain business insights and want to be part of a team helping the organization make impactful business decisions, then this role is for you.

In this role, you will identify, access, and analyze data, as well as assist in the design and shepherding of requirements through development & deployment to bring together insights across multiple sources at scale. You will serve as a subject matter expert and the point of first contact for the business with questions or issues or changes needed and utilize internal and external data including logs, BI data, and support tickets to validate, problem solve and design requirements if needed. You will collaborate with other team members and work directly with BI development teams to prioritize, test and socialize changes to existing data platforms, insights solutions, and resources.

Responsibilities

  • Third party and first party data analysis in various formats from various sources

  • Conducting ad-hoc investigations using SQL/Power Query/COSMOS

  • Ability to investigate and assist users on their technical queries and data analysis for bugs using SQL queries

  • Build reporting (Power BI and/or excel) where appropriate to empower our stakeholders with actionable insights.

  • Manage suite of standard, ad hoc or other reporting needs as requested for the organization including defining and managing data feeds and taxonomy

  • Deliver operational insights through combining data analytics and business understanding.

  • Apply subject matter expertise to ensure that your work is relevant to the business and communicate your findings at various levels of technical understanding.

  • Data and BI schema input (recommending new data points or sources) and auditing

  • Change management of existing data and BI solutions including standardizing, updating, and troubleshooting

  • Ensuring the data we share across teams meets compliance requirements and checks

  • Platform monitoring and issue reporting

  • System maintenance, such as performance monitoring, downtime notifications etc.

  • Partner within CE&S to refine requirements and improve reporting to better match users' needs

  • Assist with migration from On-Prem to Azure based infrastructure

Qualifications

  • Experience with data warehouse analysis querying using SQL, Stored Procedures, JOINs and writing t-SQL

  • Working experience on BI solutions leveraging Power BI, PowerPivot or Excel, and/or other technologies

  • Prior experience in processing large amounts of data to clean, parse, extract, and prepare data for reporting

  • 2+ years of experience with data visualization (Power BI preferred)

  • Strong analytical and problem-solving skills in a fast paced/changing environment.

  • Working knowledge of large data manipulation and data mining/analysis

  • Strong aptitude for analytical thinking, disciplined problem solving and data analysis skills

  • Good written and verbal communication and presentation skills

  • Self-driven and ability to deliver on ambiguous projects with incomplete, dirty or unstructured data.

  • Culture is huge for us in SASS – you must be kind, collaborative, and cool under pressure

Additional or Preferred Qualifications

  • Experience in building/handling commerce databases and related revenue streams

  • Experience working with advertiser data landscape spanning across products, tickets, surveys, and related master data.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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