XTN-E346978 | CHANNEL BUSINESS ANALYST

The Channel Business Analyst sits within the Sales Operations team and serves as the operational backbone of the Channel Operations function. This role owns the end-to-end management of the Channel Operations support queue, delivers actionable reporting and analytics for channel leadership, and ensures the accuracy of partner-facing processes in the CRM. The ideal candidate is equal parts analyst, problem-solver, and process builder — someone who thrives on turning messy data into crisp answers and turning ad-hoc asks into repeatable, documented workflows.

• Work Where You Work Best: Thrive in a fully remote environment from your own home office.
• Protect Your Loved Ones: Access comprehensive, top-tier healthcare coverage for you and your dependents.
• Prioritize Your Peace: Take advantage of extensive mental wellbeing programs designed for you and your family.
• Unplug and Explore: Enjoy a highly competitive vacation policy that gives you the time you need to disconnect.
• Belong From Day One: Step into a workplace culture deeply rooted in empathy, diversity, and genuine inclusion.

ServiceNow Queue & Ticket Management

• Serve as the primary queue manager for the Channel Operations support queue, triaging, routing, and resolving incoming requests end-to-end.
• Handle top resolution categories including territory assignments, deal registration updates, and compensation credit corrections.

Channel Analytics & Reporting

• Develop, maintain, and enhance channel dashboards and reports (pipeline metrics, product adoption, conversion rates, usage analytics) for channel leadership.
• Perform compensation credit audits — cross-check monthly credit creation/cancellation volumes against account-team assignments, identify credits requiring reinstatement, and document reasons for each action.
• Support User Acceptance Testing (UAT) for dashboard enhancements, validating data accuracy and resolving metric discrepancies.
• Prepare recurring and ad-hoc analyses for leadership meetings, quarterly business reviews, and planning cycles.
• Automate manual reporting and operational workflows wherever possible.

Account & Territory Operations

• Support the Book of Business assignment process across multiple segments and regions — including account manager loading and account-team updates in the CRM.
• Process ad-hoc assignment change requests (e.g., new partner accounts, org-change-driven reassignments, primary/non-primary status updates).
• Investigate and resolve misaligned partner accounts/opportunities escalated by channel account managers and stakeholders.

Process Documentation & Improvement

• Author and maintain standard operating procedures (SOPs), process maps, and business-rules documentation for all channel operations workflows.
• Build audit-ready documentation for monthly/quarterly credit-review processes.
• Identify process gaps and recommend improvements to reduce cycle time and manual effort.

Cross-Functional Collaboration

• Partner with Channel Sales, Partner Operations, Finance, Compensation, and Business Systems teams to ensure alignment on processes and data.
• Coordinate with internal IT teams on system access, queue configuration, and tooling changes.
• Support cross-functional projects involving Sales, Marketing, Finance, Product, and Legal teams as needed.

• Bachelor's degree in Business, Finance, Economics, Analytics, Information Systems, or a related field.
• 2+ years of experience in Sales Operations, Revenue Operations, Channel Operations, or Business Analytics — preferably in a SaaS or technology company.
• Hands-on experience with a CRM platform (e.g., Salesforce) — reports, dashboards, data management, account/opportunity objects.
• Experience with SQL and data-warehouse platforms (Snowflake, BigQuery, or similar).
• Strong proficiency in Excel / Google Sheets (pivot tables, VLOOKUP/INDEX-MATCH, data validation, large-dataset manipulation).
• Experience managing a ticketing queue (ServiceNow, Jira, or similar) — including triage, SLA tracking, and stakeholder communication.
• Demonstrated ability to analyze large datasets, identify discrepancies, and communicate findings clearly to business stakeholders.
• Excellent attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Strong written and verbal communication skills.

• Familiarity with BI/visualization tools such as Tableau, Power BI, or Looker.
• Experience with Python for data analysis, automation, or scripting.
• Knowledge of indirect-sales / channel-partner models — including deal registration, partner incentives, rebates, or MDF programs.
• Exposure to sales forecasting, quota planning, territory management, or pipeline analytics.
• Experience supporting a global channel or partner-sales organization spanning multiple regions.
• Process-improvement or project-management experience.
• Familiarity with SaaS/UCaaS/CCaaS products or collaboration technology.