Senior Analyst, CX Operations

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

We are seeking a detail-oriented and proactive Reporting Analyst to join our Customer Experience Operations team. This role is essential for driving operational excellence through accurate reporting, data-driven insights, and process optimization. The ideal candidate will have a strong understanding of Power BI development, technical support environments, KPI development, and Balanced Scorecard methodology, along with expertise in data visualization and stakeholder communication

Reporting & Analytics

• Develop, maintain, and enhance reporting dashboards for technical support KPIs, ensuring alignment with Balanced Scorecard frameworks.
• Own and validate reporting accuracy across platforms such as Power BI, Salesforce and MS Excel.
• Provide actionable insights through regular and ad-hoc reports to support operational and strategic decision-making.
• Ensure historical data integrity and consistency across reporting systems.

Documentation & Process Optimization

• Document key reporting processes and maintain repositories in Confluence and SharePoint.
• Audit and update outdated documentation to ensure accuracy and compliance.
• Collaborate with operations teams to streamline workflows and optimize reporting processes.

Stakeholder Communication & Governance

• Act as a reporting subject matter expert for Technical Support leadership and cross-functional teams.
• Present insights and performance trends to senior stakeholders during business reviews and strategic meetings.
• Promote adherence to reporting standards and governance protocols.

Strategic Execution

• Support the design and execution of reporting strategies aligned with organizational priorities and Balanced Scorecard principles.
• Track and report on operational metrics to provide visibility into performance and improvement opportunities.

Required Skills & Experience

• 3–6 years of experience in technical support operations, reporting, or business intelligence.
• Advanced proficiency in Salesforce, Power BI, and MS Excel.
• Expertise in Balanced Scorecard methodology and KPI development.
• Strong analytical skills with exceptional attention to detail and data accuracy.
• Proven experience in preparing efficiency and utilization reports.
• Excellent documentation and process mapping capabilities.
• Strong communication skills with the ability to present insights to senior leadership.
• Ability to work independently, prioritize tasks, and manage multiple projects simultaneously.

Job Info

• Shift work required
• Remote - INDIA

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
  sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.