Data Analyst at tylertech in Yarmouth, Maine; Falmouth, Maine Salary: USD 59451 - 78225 Annually

Job description

• Are you passionate about transforming raw data into actionable insights? As an Operations Support Data 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.
• 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:
• Develop and maintain weekly, monthly, and quarterly reports to track key operational metrics.
• Streamline reporting processes to provide leaders with actionable insights for managing product experts and enhancing client support.
• Collaborate across teams to ensure data accuracy, clarity, and alignment with business objectives.
• 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.

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, including AI.

Requirements

• 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.

Skills

Required

• Advanced SQL knowledge
• SQL Server databases

Preferred

• Power BI
• Microsoft Dataverse