Data Analyst

Supermicro is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Supermicro is seeking a Data Analyst with specialized expertise in Salesforce Service Cloud (Omni-channel) and call center operations to drive business process analysis, documentation, and optimization across various global service initiatives. This role is ideal for a self-starter who can work with limited structure, engage stakeholders, and convert complex requirements into scalable Salesforce solutions.

The Data Analyst will bridge between business and technical needs, demonstrating the ability to evaluate workflows, provide insights, and deliver improvements that enhance customer support experiences.

Includes the following essential duties and responsibilities (other duties may also be assigned):
* Partner with business teams to evaluate, document, and optimize call center workflows using Salesforce Service Cloud (Omni-channel, Case Management, Knowledge, CTI Integrations).
* Conduct stakeholder interviews and analyze operational data to create user stories, requirements, and business documentation that align with Salesforce best practices.
* Collaborate with Salesforce architects, developers, and administrators to translate business needs into scalable platform solutions.
* Drive adoption of Service Cloud features (e.g., Omni-channel routing, macros, AI bots, and analytics dashboards).
* Identify and recommend opportunities for automation, case deflection, and improved SLA management.
* Support testing, UAT, and deployment of Service Cloud enhancements, ensuring alignment with business requirements.
* Deliver insights from call center data (case handling time, backlog trends, CSAT, SLA adherence) to support strategic decision-making.
* Work across technical and non-technical teams to support ongoing service transformation efforts.

Qualifications & Requirements:
* 5+ years of working experience performing the duties of a business analysis, with a strong focus on service operations, customer service, or call centers.
* Hands-on experience with Salesforce Service Cloud (Omni-channel, Case Management, Knowledge, Reports & Dashboards).
* Salesforce Certifications (preferred)
o Salesforce Certified Business Analyst
o Salesforce Service Cloud Consultant
o Salesforce Administrator
* Strong ability to engage stakeholders, ask the right questions, and translate business requirements into Salesforce solutions.
* Experience working in or supporting call centers (workflow optimization, case routing, telephony integration, SLA management)
* Fluency in English (reading, writing, and speaking). Mandarin and Cantonese are a plus.
* Proficiency with MS Office (Excel, Word, PowerPoint), Smartsheet, Teams/Slack and documentation SharePoint.
* Familiarity with BA community best practices (IIBA, CBAP, PMI-PBA a plus).
* Excellent communication, problem-solving, and organizational skills.
* Domestic and international travel may be required

Why Supermicro Service Team?
This is a unique to be a key contributor in a fast-moving, global service transformation initiative. You will shape the way customers engage with Supermicro through Salesforce Service Cloud, improve operational efficiency, and enable scalable growth. If you are passionate about business analysis, Salesforce, and elevating customer experience, we encourage you to apply.

$73,000 - $120,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.