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About the Role
As a Commercial Data Insights Analyst, you will play a critical role in helping Technical Support and service organizations turn complex data into meaningful insights that improve customer outcomes, optimize operations, and drive strategic decision-making. This role offers a platform to make a measurable impact across the organization by leveraging advanced analytics, business intelligence, and emerging AI technologies.
Responsibilities
- Analyze Technical Support and Field Service data to identify trends, patterns, root causes, anomalies, and opportunities to improve operational performance and customer outcomes.
- Develop and maintain recurring and ad hoc reporting solutions that measure key operational metrics, including support volume, backlog, response times, resolution times, service level performance, escalation rates, reopen rates, and first-contact resolution.
- Evaluate performance across products, customer segments, regions, issue types, support channels, priority levels, and service tiers to uncover meaningful business insights.
- Deliver fact-based recommendations that improve support effectiveness, workforce planning, customer satisfaction, and operational efficiency.
- Translate business challenges and stakeholder needs into clear business requirements for reporting, systems enhancements, and process improvements.
- Partner closely with Technical Support leadership, CDIA, IT, Data Engineering, and Reporting teams to ensure analytics solutions align with business objectives.
- Create executive-ready dashboards, presentations, scorecards, and analyses that support operational reviews and strategic decision making.
- Monitor customer experience indicators, including CSAT, NPS, customer effort, and support-related feedback, to identify improvement opportunities.
- Support AI and data science initiatives through data preparation, exploratory analysis, feature evaluation, and interpretation of analytical outputs.
- Collaborate across Commercial Analytics functions, contributing insights that support Sales, Finance, Customer Success, Implementation, and other commercial business areas.
Requirements
- Bachelor's degree in Analytics, Business, Statistics, Information Systems, Economics, or a related field.
- Minimum of 2 years of experience in Data Analytics, Business Intelligence, Market Insights, Commercial Analytics, or a related analytical discipline.
- Proficiency in SQL and/or statistical programming languages such as Python or R for querying, transforming, and analyzing data.
- Experience working with structured operational, commercial, service, CRM, sales, or financial datasets.
- Experience creating clear analytical outputs including dashboards, visualizations, summaries, and business recommendations.
- Familiarity with business intelligence and data visualization platforms such as Power BI or Tableau.
- Demonstrated interest in applying generative AI tools and techniques to improve analytical processes and business outcomes.
- Strong attention to detail with the ability to identify, investigate, and resolve data quality issues.
- Excellent written and verbal communication skills with the ability to present findings to business stakeholders and leadership.
- Ability to manage multiple priorities and projects in a fast-paced, evolving environment.
- Experience supporting Technical Support, Customer Service, Field Service, Customer Success, or other service operations functions.
- Experience working with service, incident, case management, CRM, or ticketing datasets.
- Knowledge of platforms such as Salesforce, SAP C4C, Gainsight, ServiceNow, or similar solutions.
- Understanding of support and service metrics including SLA compliance, backlog aging, escalation rates, first-contact resolution, mean time to resolution, and customer satisfaction measures.
- Experience utilizing customer feedback and survey management platforms.
- Experience within healthcare, medical device, medication management, or other regulated industries.
- Familiarity with cloud-based data environments such as Databricks, Snowflake, Microsoft Fabric, or similar technologies.
- Experience developing executive-level presentations, scorecards, and operational performance reporting.
Skills
- SQL
- Python
- R
- Power BI
- Tableau
- Generative AI
- Data Visualization
- Business Intelligence
- Data Analysis
- Reporting
- Communication
Location
- Remote
- Hybrid
Work Type
- Remote
- Hybrid
Experience Level
- Minimum of 2 years of experience
Education Level
- Bachelor's degree in Analytics, Business, Statistics, Information Systems, Economics, or a related field.
About the Company
- At Omnicell, we are transforming the future of healthcare through data-driven innovation, operational excellence, and exceptional customer experiences.
- Since 1992, Omnicell has been committed to transforming pharmacy care through outcomes-centric innovation designed to optimize clinical and business outcomes across all settings of care.
- We strive to be the healthcare provider’s most trusted partner by our guiding promise of “Outcomes. Defined and Delivered.”
- Our comprehensive portfolio of robotics, smart devices, intelligent software, and expert services is helping healthcare facilities worldwide to improve business and clinical outcomes as they move closer to the industry vision of the Autonomous Pharmacy.
- Our guiding principles inform everything we do: As Passionate Transformers, we find a better way to innovate relentlessly. Being Mission Driven, we consistently deliver on our promises. Our Entrepreneurial spirit makes the most of EVERY opportunity for innovation. Understanding that Relationships Matter creates synergies that yield the greatest benefits for all. Intellectually Curious, eager to think deeper to learn and improve. In Doing the Right Thing, we lead by example in ALL we do.
- We are deeply committed to Environmental, Social, and Governance (ESG) initiatives. Our ESG efforts focus on creating an inclusive culture and a healthier world. This includes our Employee Impact Groups, which foster inclusion and belonging, as well as our learning and well-being programs that support personal and professional growth. We also prioritize sustainability in our operations, aiming to reduce our environmental footprint and promote responsible business practices. Join us in transforming the pharmacy care delivery model, making patient care safer and smarter for all.
Equal Opportunity
- Omnicell is dedicated to fostering an inclusive workplace. We welcome applications from all individuals, valuing a wide range of perspectives and backgrounds.
- As an equal opportunity employer, we do not discriminate based on race, gender, religion, sexual orientation, gender identity, national origin, veteran status, or disability.
- We are committed to making our recruitment process accessible to everyone. We offer support and reasonable adjustments for individuals with disabilities during our hiring process. If you need assistance, please contact us at Recruiting@omnicell.com.