Senior Support Operations Analyst – Power BI, Microsoft Fabric

🕒 May 8

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Model N

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2000

☁️ SaaS

📋 Compliance

💊 Pharmaceuticals

SaaS • Compliance • Pharmaceuticals

Model N is a leading provider of revenue optimization and compliance solutions for the pharmaceutical, medical device, high-tech, manufacturing, and semiconductor industries across more than 120 countries. The company offers digital reinvention through industry-specific solutions, enabling customers to maximize their revenue by transforming sales, marketing, channel, finance, and legal processes. Model N's products include platforms for managing provider and payer processes, global pricing, and channel data, as well as intelligence cloud services to ensure compliance and operational excellence. Their services empower companies to streamline operations, scale strategically, and mitigate risks to fuel growth and innovation. Major clients include Pfizer, AstraZeneca, Sanofi, Abbott, AMD, and others, who use Model N’s technology to optimize and automate revenue processes while remaining compliant with global regulatory standards.

📋 Description

• Define, refine, and operationalize a set of support metrics that reflect both operational health and customer impact (not just volume and SLA) • Build and maintain dashboards across the Microsoft Fabric ecosystem to provide visibility into: • Support demand and trends • Backlog health and case lifecycle • Escalations and recurring issue patterns • Evaluate the effectiveness of AI-enabled support capabilities, identifying where outputs are inaccurate, misleading, or fail to support complex support scenarios. • Analyze support data to identify systemic product issues, friction points, and emerging risks • Translate complex support activity into clear narratives and recommendations for Product and Engineering • Partner with Customer Success (Gainsight) to ensure support data contributes meaningfully to: • Health scores • CSAT analysis • Customer risk identification • Partner with Support Ops and System Admin to improve: • Case taxonomy • Categorization accuracy • Data completeness and usability • Identify gaps in data capture and propose pragmatic improvements • Act as a key partner to Support, Product, and CS teams in understanding support trends • Support regular business reviews (weekly/monthly) with clear, insight-driven reporting • Help establish feedback loops between support insights and product improvements • Evaluate outputs from AI-enabled tools (e.g., Forethought, Agentforce) to: • Assess accuracy and usefulness • Identify opportunities to improve knowledge capture and insights • Partner with Ops and Systems to ensure AI-generated data is measurable and trustworthy

🎯 Requirements

• 5–7 years of experience in Support Operations, Business Analytics, or similar roles in a B2B environment • Strong experience with BI tools within the Microsoft Fabric ecosystem (Power BI, etc.) • Experience working with Salesforce Service Cloud data models • Demonstrated ability to work with ambiguous or incomplete datasets • Experience partnering with Product, Engineering, or Customer Success teams • Familiarity with Gainsight or similar CS platforms preferred • Exposure to AI-enabled support tools (e.g., Forethought, Agentforce) is a strong plus • Strong analytical and storytelling skills—ability to turn data into decisions.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development