BI Support Specialist

Analyzes system issues and performance in order to provide all aspects of support to the internal and supplier community of RNDC’s Business Intelligence applications. This position is responsible for providing support on a corporate level to all internal and external business intelligence users. This position interacts regularly with corporate IT and Shared Services team members, executive leaders, end users, Web Pro Users, Power Users, Goal Administrators, and suppliers.

• Identify, troubleshoot, track, escalate, and resolve customer issues through use of the OTRS ticket system for RNDC supported Business Intelligence (BI) applications including but not limited to MicroStrategy, Sales Force Goals, POD Goals, Supplier Goals, Point Value Goals, and any future applications.
• Collaborate with other corporate teams to analyze and resolve system issues as part of end user support (i.e. Data Quality, Alpha Support, Network Management, MicroStrategy Administrators, Database Administrators, Salesforce Support, and Web Development).
• Develop, maintain, and implement training curriculums on RNDC BI applications in written and/or video formats.
• Coordinate and deliver user training on RNDC BI applications to users at various levels across all markets as needed.
• Work closely with corporate executives as needed to coordinate the delivery of business analysis reporting.
• Communicate frequently with internal and supplier users at all levels regarding information related to RNDC BI applications.
• Participate on an as-needed basis as a corporate project resource on tasks related to RNDC BI applications.
• Responsible for all new user setup and maintenance for all internal goal programs as well as other RNDC Business Intelligence applications.
• Analyze application access and usage to support optimum system performance, including conducting a semi-annual review of MicroStrategy supplier user access with all markets.
• Analyze the technical performance and reliability of products, systems, and services to ensure customer satisfaction.
• Responsible for ensuring capability of technology is maximized through effective report development that supports organizational needs.
• May act as SharePoint administrator for the BI Support team site, managing user access and content.