Service Analytics

Job Description

As the world’s leading provider of cloud-based software and technology solutions delivered by managed service providers (MSPs), Datto believes there is no limit to what small and medium businesses can achieve with the right technology. Datto offers Unified Continuity, Networking, and Business Management solutions and has created a one-of-a-kind ecosystem of MSP partners. These partners provide Datto solutions to over one million businesses across the globe. Since its founding in 2007, Datto continues to win awards each year for its rapid growth, product excellence, superior technical support, and for fostering an outstanding workplace. With headquarters in Norwalk, Connecticut, Datto has global offices in the United Kingdom, Netherlands, Denmark, Germany, Canada, Australia, China, and Singapore. Learn more at datto.com .

The primary objective of Service Analytics is Process Optimization and Usability improvements across the Datto product line. You will help develop and institutionalize a standardized process for cost impact analysis that will help drive efficiencies and product roadmap.

A Look Inside the Job

Your job is to implement a process for Optimization and Usability of our products, support process, and partner interactions. You will work with Product and Engineering teams to identify (using data-driven analysis) the problems that affect the quality and experience of our product and partner interactions. You will use a data-driven approach to influence your stakeholders and peers towards implementing changes with the biggest return on investment for Datto and our Partners. Your focus should be to contribute to this process while following Datto’s ITIL philosophy.

You will need to work closely with internal leaders to map out workflows, remove waste and low-value activities, and improve overall processes. You must possess a high attention to detail, be flexible, and have a strong desire to develop and improve broad company wide processes.

Team Mission

We act on these values:

• Improve, and advocate for the customer experience using Datto products and services.
• Reduce total cost of ownership for those who rely on our products to run their business.
• Reduce internal cost of support for Datto, so we can provide quality services at scale.

Your main responsibility will be to implement a standardized process for:

Process Optimization and Usability

• Single mission focused
• SCRUM-like approach
• Product agnostic
• Collaborative group effort
• Quarterly focused and goal oriented
• Quarterly impact reviews to stakeholders

Discovery (Ongoing Process)

• Interpreting Support volume
• Monitoring for anomalies and patterns
• Attributing drivers to cost
• Process, product, and behavior focuses

Investigation (3 - 2 week sprints)

• Target reduction and acquisition
• Root-cause analysis and corrective actions
• Target effort sizing
• Lateral impact

Justification (1 - 2 week sprint)

• Aggregation of investigative findings
• Cost impact analysis (Cost of support / Cost of ownership)
• Level of effort (LOE)
• Areas of effort (AOE)

Collaboration (2 - 2 week sprints)

• Buy-in, commits and timelines from AOEs
• Approach bespoke to process, product, or behavior targeted
• Close loop on solutions

Measurement (Ongoing Process)

• Regular baseline soundings for defined buckets across products
• Measurement and reporting on past initiatives against baselines
• Account for both Support and SRE metrics

Additional responsibilities:

• Work closely with cross-functional teams in implementing project tasks.
• Establish and mature peer relationships in and outside of Datto.
• Use complex data from multiple sources to build reports and dashboards
• Must be able to work in fast paced environment and be able to adopt to changing requirements
• Strong communication skills and understanding of how to explain complex problems to business users and stakeholders
• Proactive and self-motivated
• Identify and analyze problems and potential improvements, and propose and implement solutions
• Evaluate large data sets for accuracy and integrity
• Customer service data analysis including trend analysis and forecasting

About You:

• Bachelor's degree
• Strong written and verbal communication skills.
• PMP/ITIL certified
• Expertise with data analytic tools such as Tableau, Excel, SQL
• Strong experience with ticketing systems such as Salesforce and JIRA
• 2 - 5 years Data Analytics experience
• Familiarity with Datto products
• Ability to work independently as well as with a team

Benefits:
At Datto, we believe our employees are our greatest asset and offer all full-time employees a wide-ranging benefits package, including:

• Comprehensive health-care benefits
• Flexible paid time off policy
• Generous paid parental leave
• “Datto University” virtual on-boarding program
• Access to more than 5,000 courses via LinkedIn Learning
• Education reimbursement
• Employee Assistance Program
• Headspace App
• Charity match program
• A dynamic and socially active work culture, including Employee Resource Groups
• Networking and career development opportunities
• And more!

Note: We are looking only for candidates willing to join us directly as W2 employees (No 3rd party candidates) By submitting an application, you acknowledge we will process your data in order to consider you for the position you apply for and for other open positions within our company for which you may be suited. We collect and store your data in accordance with our Recruiting Privacy Practices .
Datto is an equal opportunity employer.