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Service Experience Analyst

Location: Tijuana, Baja California, Mexico


This position is no longer open.

Requisition Number: 214744

External Description:

Service Experience Analyst
Location: Tijuana, BC, Mexico (Zona Rio)

The Group

The Teradata Service Experience Manager (SEM) team has a primary responsibility of ensuring high-quality delivery of Teradata services. The SEM team serves as trusted advisors to our customers and is dedicated to ensuring the success of the customer’s analytical ecosystem. The SEM team drives operational excellence of services at the stakeholder level through proactive actions and insights, building and maintaining strong relationships across Customer Support, Managed Services and Cloud Dev/Ops. SEAs are accountable for delivering and improving service deliverables. 

Your Role

As a Service Experience Analyst (SEA), you will be responsible for supporting Service Experience Managers delivering and improving service commitments for our customers. You will be responsible for tasks that are necessary and critical to service delivery; specializing in a deliverable subject area such as reporting, financials, or system monitoring. SEAs will take key roles in standardization, automation, and modernization projects that are crucial to ensuring high customer satisfaction.

Your Background

  • Fluent in English (Verbal and written communication skills)
  • Bachelor’s degree (CS, MIS or equivalent)
  • Ability to prioritize and perform effectively in a highly dynamic work environment
  • Demonstrate problem-solving skills with the ability to analyze possible solutions using standard procedures
  • Demonstrate a process-driven mindset
  • Ability to present technical ideas to non-technical audiences
  • Demonstrate a pattern of high attention to detail to work efforts
  • Passionate about helping others and contributing to customer success
  • For roles located in Mexico: USA B1 Visa (or ability to obtain)


Preferred Qualifications and Experience

  • Up to 2 years of experience working in a technology company in a technical capacity
  • Practical knowledge of analytics and data warehousing
  • Customer, Cloud, aaS, and/or Managed Services delivery experience

 What You’ll Do

Contribute to Operational Excellence

  • Support assessments of customer analytical environment based on business and technical needs, and provide data to support recommendations
  • Actively track and identify operational risk through proactive actions and insights
  • Execute routine deliverables on-time and meet service delivery requirements
  • Apply technical knowledge to understand the impact of service components to customer’s technical ecosystem
  • Drive consistency of service deliverables across a diverse global customer base
  • Build knowledge of company processes, solutions, products, services and customers

 Manage and Track Customer Satisfaction

  • Provide reports and data to support the 360-degree view of customer experience and identification of customer satisfaction improvements
  • Consolidate and report customer results and forecasts

Support Incidents and Events

  • Support critical incident resolution
  • Support customer escalations cross-departmentally
  • Support post-critical event reviews focused on root cause analysis and corrective actions

 Contribute to Service Delivery

  • Collect and analyze delivery and system data needed for technical and executive reviews (e.g. KPIs, system metrics, SLA achievement)
  • Monitor system engineering metrics (e.g. backlog of cases, Field Retrofit Orders, critical patches, change control management, special handling audits, siteID management)
  • Leverage custom templates to create presentations and reports (e.g. monthly service reviews, customer support plans, system health reports) that will be presented by the SEM to the customer
  • Perform financial management tasks to support invoicing, project resourcing, and financial governance of projects
  • Contribute inputs needed for customer success plans to achieve customer desired outcome.












City: Tijuana

State: Mexico

Community / Marketing Title: Service Experience Analyst

Job Category: Customer Support

Company Profile:

Our Company

Teradata is the connected multi-cloud data platform for enterprise analytics company. Our enterprise analytics solve business challenges from start to scale. Only Teradata gives you the flexibility to handle the massive and mixed data workloads of the future, today.

The Teradata Vantage architecture is cloud native, delivered as-a-service, and built on an open ecosystem. These design features make Vantage the ideal platform to optimize price performance in a multi-cloud environment.

LinkedIn Remote:

Location_formattedLocationLong: Tijuana, Mexico MX


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