[Hiring] Business Intelligence Architect 2 @Granicus India

Role Description

We are seeking a results-driven Business Intelligence Architect 2 to join our Support Experience & AI team to support advanced analytics, automation development, and AI-driven process optimization. This role will:

• Design and maintain Power BI dashboards and reporting frameworks.
• Ensure data accuracy across Salesforce and related systems.
• Identify automation opportunities to improve customer experience, productivity, and operational execution.
• Partner with cross-functional teams to enhance operational processes.
• Build automation pipelines and drive continuous improvement across our CX Services ecosystem.

What Your Impact Will Look Like

• Develop, maintain, and enhance MIS frameworks, Power BI dashboards, and operational KPI reports.
• Build and manage automated reporting pipelines, ensuring accuracy, standardization, and timely refresh.
• Analyze Salesforce data, validate data quality, and support business insights for Tech Support operations.
• Identify automation opportunities and implement workflow improvements using AI, Python, or low-code tools.
• Support AI-driven initiatives including case handling automation, routing logic, and operational productivity enhancements.
• Map and streamline business processes, eliminating manual effort and improving efficiency across teams.
• Document SOPs, workflows, and maintain structured repositories in Confluence/SharePoint with proper version control.
• Collaborate with cross-functional stakeholders to gather requirements and deliver automation or analytics solutions.
• Present insights, reports, and automation impact to leadership with clarity and business context.
• Track automation outcomes and publish performance metrics to demonstrate efficiency gains.

Qualifications

• Practical exposure to Salesforce reporting/dashboards and operational data handling.
• Hands-on experience implementing automation solutions using Python or low-code tools (preferred).
• Familiarity with Microsoft Fabric or cloud-based data pipelines (advantageous).
• Strong analytical mindset with high attention to detail, data governance, and reporting accuracy.
• Experience creating process documentation, workflow diagrams, and SOPs.
• Ability to work with stakeholders across levels and translate business needs into technical outputs.
• Proven track record managing multiple priorities and delivering outcomes independently.
• 3–6 years of experience in Business Analytics, Automation, or Operations MIS roles.
• Strong proficiency in Power BI and Excel (advanced formulas, Power Query, data modeling).
• Knowledge of SQL, RPA tools, Jira/Wrike, or other workflow/automation systems.
• Experience in Tech Support, Customer Support, or Service Operations environment.
• Exposure to AI automation, prompt engineering, or LLM-based productivity tools such as Forethought, OpenAI, Ollama.

Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

Benefits

• Remote-first company with a globally distributed workforce.
• Employee Resource Groups to encourage diverse voices.
• Coffee with Mark sessions for interaction with the CEO.
• Microsoft Teams communities focused on wellness, art, family, and more.
• Special guest discussions on issues impacting our employee population.