Global Metrics Analyst 3
PayPal
- Central London / West End City
- 26,000-27,999 per annum
- March 20, 2019
- Permanent
About the Job:
Primary Job Responsibilities:The Email Self Service team is responsible for creating solutions that improve teammate productivity, automate workflows and improve customer experience through email contact points while respond to and assisting with unforeseen operational challenges. The entire flow of email and all products (Spoof Tool, Secure Message Center, PayPal Mobile App, PayPal Here, BillSafe, BillMeLater) as well as the PayPal Live site where email contacts originate are within scope. The end user experience (Kana Response or KTC) are within scope as well.
Job Requirements:
Responsibilities:
- Create quick technical solutions that meet the needs of the requesting business unit and complement our team’s product strategy
- Develop solutions with a global and cross functional perspective
- Support existing solutions by fixing bugs, creating reports and setting permissions
- Utilize all potential input sources/feeds to improve routing to improve first contact resolution
- Adhere to and support department standards regarding code security and tracking
- Collaborate with teammates utilizing the tools by providing and accepting feedback on projects
- Learn new technologies and systems quickly while integrating in to the flow of email contacts
- Provide recommendations on how to improve our organization and its use of the tools as a whole
Job Requirements:
Education:
Bachelor's Degree or equivalent work history
Experience:
- 5+ years Kana rule-writing with heavy experience utilizing regular expressions
- 5+ years Kana Administrator experience
- 3+ years database design (My SQL, Oracle, SQL Server)
- 1+ years web programing (HTML, XML, CSS, .NET)
- 1+ years scripting language (VBA, ASP, PHP, JavaScript)
Knowledge, Skills, and Abilities:
- Strong analytical, planning and problem solving skills
- Methodical approach to isolating issues
- Strong communication, written and verbal, and organizational skills, and able to effectively communicate both up and out
- Needs to be a team player, and be excited about working in a challenging, fast-paced environment
- Sense of project ownership and self-motivation
- Able to work with little supervision and direction, but also as part of an interdependent organization
- Ability to work with teams in remote locations to complete assigned tasks
- Proficient with Microsoft Office
- Proficient with internal applications (Admin Tools, Agent Admin, ATTACK, KTC, PDA, Compass, ROAR) and the end user utilization of those applications
- Comfortable in any setting, from presenting results to executive leadership to facilitating tools training for on-boarded teammates in partner sites, to handling business review calls with regional Ops leaders
- Must be comfortable driving cross-function collaboration efforts in a matrix organization in support of initiatives that cross over end user groups
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