Customer Service Business Data Analyst

Description:

What we are looking for:

The Customer Service organization at Nova is looking for a highly analytical and business-oriented Data Analyst to support our Customer Service and Technical Support organization.

In this role, you will be responsible for transforming business, operational, and customer data into actionable insights that improve customer experience, service efficiency and effectiveness, and business outcomes.

What will you be doing:

Business Performance Analysis

• Analyze customer service SAM, revenue, and GM, and monitor service business results, trends, risks, and opportunities per territory, division, and revenue category.
• Maintain KPIs, scorecards, and dashboards for service business managers and executives.
• Support strategic decision-making through data-driven recommendations.

Technical Support Analytics

• Analyze case and ticket data to identify recurring technical issues and improvement opportunities.
• Track support metrics such as case volume (including MTBF and MTBI), resolution time (MTTR), First Contact Resolution (FCR), etc., to support engineer productivity.
• Partner with Product, Engineering, and Service teams to identify trends and reduce support demand.

Reporting & Dashboard Development

• Design, build, and maintain interactive dashboards using Power BI, Tableau, or similar BI tools.
• Automate recurring operational reports and metrics.
• Create executive-level presentations and performance summaries.

Forecasting & Workforce Insights

• Develop forecasting models for case volume, staffing requirements, and workload planning.
• Support workforce management and capacity planning initiatives.
• Identify seasonality patterns and emerging customer support trends.

• Bachelor's degree in Data Analytics, Statistics, Economics, Business Administration, Information Systems, Computer Science, Engineering, or a related field.
• 3+ years of experience in Data Analytics, Business Intelligence, or Operations Analytics.
• Proven experience analyzing large datasets and delivering actionable business insights.
• Experience with forecasting, trend analysis, statistical analysis, and KPI management.
• Strong proficiency in Power BI or similar BI platforms.
• Experience with Excel (advanced formulas, Power Query, Pivot Tables).
• Experience working with CRM and support platforms such as Oracle, Salesforce, or similar systems.
• Familiarity with AI, Copilot, automation, and self-service analytics.
• Experience supporting Customer Service, Technical Support, Customer Success, or Operations organizations – an advantage.
• Experience in a large-scale customer support organization – an advantage.
• Fluent English.

That special something you bring in:

• Strong analytical skills combined with business acumen.
• Good understanding of customer service operations.
• Strong problem-solving and critical-thinking abilities.
• Ability to convert complex datasets into clear business recommendations.
• Ability to effectively communicate insights to technical and business stakeholders.

Get to know us better:

Nova (NASDAQ: NVMI) is a global company and a leading provider of innovative metrology solutions for process control in semiconductor manufacturing.

With a team of ~1200 people in three R&D centers and 27 field offices, we bring insights into the world’s most advanced industry. We leverage multiple technology fields such as physics, optics, chemistry, and algorithms to develop hardware and software solutions that measure almost every advanced computer chip built in the world.

Nova dives deep into dimensions and layers at the atomic level to extract unique insights and provide our customers with crucial decision-making data, managing critical challenges by providing unique, differentiated solutions.

Our outstanding people-focused and innovative culture means every person at Nova has the power to make an impact and significantly redefine what people can achieve through technology.

Join us if you are 

A dreamer and brilliant high aimer who sees the impossible as the starting point and loves working in a multidisciplinary global team to create innovative breakthroughs.

If you need assistance due to a disability, you may contact us at [email protected]