Reporting Analyst/Process Auditor

Position Description:

RealNetworks consumer customer support provides direct to consumer technical support, customer service and retention programs via multiple communication and delivery channels including outsourced vendors and self service channels. This department responsible for managing a distributed support environment for our North American and European customers of our three primary consumer business units; games, media software and services and music.RealNetworks consumer customer support department is focused on improving the customer experience and company profitability by delivering high quality support through the most cost effective and efficient channels available.RealNetworks is seeking an experienced Business Reporting Analyst and Process Auditor. In this position you will provide performance reporting, data analysis, forecasting and budget variance analysis for customer support and the internal businesses that we support. You will serve as the reporting expert for querying and managing the reports derived from our database(s). The position will develop effective and efficient means of delivering or making the data available to the end-user. The scope of responsibilities also includes performing routine audits of process and performance including areas of Sarbanes Oxley compliance, chargeback processing, refund processingetc.The Business Reporting Analyst & Process Auditor will work closely with the Program Manager and Project Manager’s to determine the data needs of the business, as well as the Vendor Manager on audit results. Responsibilities also include the management of projects necessary to enhance and improve reporting systems and database. Essential Functions: % of Time1. Generate weekly, monthly and quarterly reports and analysis for Business Unit and customer support consumption of contact metrics, service levels, top contact drivers and customer satisfaction. Primary objective is to present performance data, identify positive and/or negative trends through effective presentation of information and highlight actionable areas for contact mitigation and cost reduction. - 40%2. Create ad hoc reports, data mining or analysis based on business needs. - 15%3. Help to devise, implement and manage centrally located data from disparate systems for comprehensive reporting and analysis. As new systems or changes to tools are implemented update systems or reports to recognize changes without loss of historical information by mapping or other techniques. - 15%4. Audit; SOX, Escalations, Documentation, Refunds, Chargeback processing - 10%5. Support planning/forecasting for budgeting and vendors - 10%6. Actively participate in strategy team meetings by offering ideas, challenging assumptions and emphasizing the financial impact of all activities. Develop analysis that links key metrics, trends and decisions to financial outcomes. - 10%Non-Essential Functions:• Work as a member of cross-functional teams for the improvement of the customer support experience, reducing costs and/or launching new products.• Identify KPIs and financial components of support that aren’t currently measured or audited that can/should be for ongoing improvement• Automate reporting and processing• Participate in or lead other initiatives as assignedThis position will be measure under the following criterias:• Accuracy of data extrapolation and reporting• Frequency and timeliness of report delivery• Ability to communicate findings and analysis in a coherent and effective manner (eg. email, powerpoint)• Number of ad hoc requests that are completed within a quarter • Number of new reports or refinements to existing reports• Achievement of Audits according to specified timeline• Accuracy of analysis and modeling of data Knowledge, Skills, and Abilities:Minimum:- Must have strong analytical, logical and strategic thinking skills.- An instinctive interest in digging into data to extract meaningful information.- Ability to present complex information in a clear and meaningful manner.- Insatiably curious and proactive person capable of both carrying out assigned tasks and also suggesting and delivering on new directions for research- Process focused individual with an inclination toward automating and improving the efficiency with which daily tasks are carried out.- Knowledge of MS Access, Unix and SQL helpful but not required- Fast learner with a demonstrated record of gaining new technical skills in a short timeframe- Thorough knowledge of Excel (macros, graphs, formulas, etc.) and business modeling is required.- Excellent written and verbal communication skills.- Proven ability to work independently, cooperatively as a member of a team and to coordinate efforts and collaborate with a variety of individuals.- Excellent organizational skills to establish priorities, work in a team context, and manage multiple activities to meet department, business units and company wide deadlines.- Detail oriented and accurate.Preferred:- Statistical knowledge a plus- Experience working with PowerPoint.Education, Certification, and/or Training:BS or equivalent work experience. Preferred:BS in Computer Science or BS / BA degree in Accounting Experience:Minimum:- 3+ Years of relevant work experience.- Experience combining disparate data sources to develop comprehensive reports and analysis. Preferred:- Experience with SQL and other programming languages.- Experience with Crystal Reports.- Experience with Access and other relational databases.RealNetworks, Inc. is proud to offer our full time employees an extensive benefits package; including vacation, medical, dental, vision, 401K, an employee stock purchase program and subsidized commuting options. Additional benefits include our charitable matching program, learning and development programs, employee wellness plans and more! RealNetworks is an equal opportunity employer (EOE)

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