Commercial Operations Analyst

PCCW Global is a leading international communications service provider, offering the latest mobility, voice and data solutions to multinational enterprises, telecommunications partners, cloud and application service providers. With a network footprint reaching over 3,000 cities in 160+ countries across 5 continents, our truly global coverage combined with local on-the-ground knowledge has helped us build best-in-class global connections linking Africa, the Americas, Asia Pacific, Europe and the Middle East.

Summary:

As a Commercial Operations Analyst of Internal Digital Operations, you will help shape how we transform as an organization by orchestrating success across digital tools, commercial insights and people!

You will play a key supporting role in progressing digital transformation and optimizing workflows for the Commercial Organization. You will help drive operational alignment to automation through implementation, management and support for collaboration and productivity tools.

You will be a passionate advocate for positive change – supporting, inspiring and consulting with colleagues to help define their transformation path through the adoption of tools and process automations to deliver great outcomes for our customers.

You will have a working knowledge of SQL with a fluent understanding of table relationships to provide administrative support maintaining databases in addition to leveraging the data to build, maintain and present compelling dashboards.

You will support efforts to streamline data democratisation by building data sources, walking stakeholders through the development of dashboards, advise on how to interpret their data, and advise on the type of measurements that can be made with their data.

Key Responsibilities:

• Design, implement, manage and support digitalised workflows, automated reporting and integrations leveraging collaboration and productivity tooling (HubSpot, Trello, Zapier, GWS, Slack, BigQuery, Looker Studio, and others)
• Manage relevant tables within the Commercial Organisation’s BigQuery database by maintaining ETLs, connections, validating data accuracy and editing scripts as necessary
• Contribute to continuous improvement, management and support for Commercial Organisation Deal and Ticket Pipelines in HubSpot CRM including engaging with users for feedback
• Customise and integrate HubSpot Deal and Ticket Pipelines with various other collaboration and productivity tools as part of workflow optimisation and automation efforts
• Maintain and provide SME support for the User and Team structure in HubSpot
• Provide support to various teams as SME of HubSpot Deal and Ticket Pipelines
• Gather and translate data / report requirements into technical specifications to build data sources and dashboards
• Reinforce data governance through contribution to the database design and access planning
• Provide Tier 2 support to internal users related to HubSpot, CORTA user management in relation to HubSpot, CORTA dashboards, and participate in onboarding new users for core systems and tools such as HubSpot CRM and commercial reporting
• Perform tasks outside normal business hours with flexible working schedule if necessary
• Document plans, process flows, and projects using presentation and diagramming tools
• Support workshops by creating content and presenting relevant contributions
• Some travel may be required (based upon business needs when safe and possible)
• Additional responsibilities as may be assigned and required to fulfil role

Skills and Qualifications

• Bachelor’s degree in relevant discipline or equivalent work experience
• 2+ years of experience in telecommunications, OTT, cloud or other technology related industry
• 2+ years of SQL database experience including using tools such as BigQuery, TOAD, SSMS or similar
• Intermediate to advanced skills using data visualisation platforms such as Google Data Studio, Looker Studio, Looker, Tableau, Power BI or similar
• Experience providing administrative / technical support or participated in implementations of an enterprise grade ERP / CRM system or module
• Intermediate to advanced skills working with collaboration and productivity tools such as Slack, Trello, Google Workspace, Jira, Confluence, Zapier and content management platforms such as RFPIO
• Willing and excited to work across cultures, borders, boundaries, and multiple time zones
• Fluent in written and spoken English with strong interpersonal skills
• Excellent analytical problem solving, communication and negotiation skills
• Scaled Agile Framework certification and working experience desirable