The company.
Toshiba is a provider of technology services for retail businesses to create high-quality digital platforms and products that accelerate time to market. Our diverse and adaptable teams provide the right mix of solutions and methodologies to deliver results as we collaborate with our clients' teams to foster innovation through continuous learning.
Our people.
At Toshiba, all team members are empowered to take responsibility and develop innovative solutions to our customers' most challenging problems. To retain and develop top talent, we foster a work environment that celebrates creativity, encourages skill development, and enables multidisciplinary collaboration.
What will you bring to the team.
The Software Support Data Analyst is responsible for the technical and operational execution of support analytics, reporting automation, data preparation, dashboard maintenance, ETL support, and metric generation. This role also focuses on producing accurate, repeatable, and timely data outputs that support decision-making, executive reporting, support process governance, and continuous improvement initiatives. This position is scoped as a technical-operational role.
What will you be doing:
- Develop, maintain, and troubleshoot scripts used to extract, transform, combine, validate, and publish support data.
- Support recurring ETL processes for Oracle SR data, Jira data, SharePoint/Smartsheet inputs, CSV files, and other support reporting sources.
- Automate repetitive file handling activities, including data refreshes, uploads, downloads, transformations, and recurring reporting packages.
- Maintain scheduled jobs or repeatable procedures used to generate weekly, monthly, quarterly, and ad-hoc reporting outputs.
- Build, maintain, and refresh dashboards that track support performance, backlog, aged SRs, escalations, customer-impact trends, defect trends, and operational KPIs.
- Prepare standard recurring reports and data packs for support leadership or as required.
- Recommend chart types, visualizations, and dashboard layouts that make support trends easier to understand and act on.
- Perform quality checks to identify missing, duplicated, inconsistent, stale, or incorrectly mapped data.
- Reconcile data discrepancies.
- Provide timely data analysis for operational questions related to backlog, SR aging, SLA performance, repeat issues, customer impact, volume trends, and closure performance.
- Assist with data gathering and preparation for process improvement initiatives.
- Partner with Support Champion, Software Development, Architecture, QA, Product Management, and Support teams.
Naturally to be successful in this role, you must have and know of:
- Bachelor's degree in computer science, Information Systems, Engineering, Data Analytics, or related discipline; or equivalent combination of education and experience.
- 2-4 years of experience in data analysis, reporting automation, business intelligence, support operations analytics, or a related technical reporting role.
- Hands-on experience with SQL, MySQL, or any other database for extraction.
- Experience using Python for data transformation, automation, validation, or file processing.
- Strong Excel skills.
- Experience building or maintaining dashboards in Power BI or Tableau.
- Usage of Jira.
- Intermediate/advanced English level.
Preferred skills:
- Experience in support area analysis
- R language
- ETL automation
- Smartsheet
- Artificial intelligence (such as machine learning or for code review).
We offer:
- Hired directly by Toshiba and 100% under payroll.
- Benefits of the law (IMSS, INFONAVIT).
- Life insurance, major medical expenses with dental and visual coverage. (For the employee and direct family members).
- Minor medical expenses insurance.
- Savings fund for employees, capped at the limit of the law.
- Grocery coupons.
- Pension plan.
- 30 Christmas bonus days.
- 12 days of vacation plus 6 floating days.
EEO:
Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
