Customer Support Strategy & Operations, Sr. Analyst

Customer Support Strategy & Operations, Sr. Analyst - United States Remote

The Senior Analyst, Customer Support Strategy & Operations will play a key role in the business and requirements definition, implementation, and on-going maintenance for Customer Support’s tools and systems by understanding the business processes and how systems can help facilitate these processes.

This position will often serve as the primary customer interface in understanding and documenting business requirements that solve a business need and serve as the lead in conjunction with Business Technology (BT) development in developing new processes or enhancing current processes. This role will partner closely with the Customer Support team to enhance our systems and drive the implementation of long and short term business strategies to effectively achieve policy objectives. This is a cross-functional role, requiring tight partnership with Okta’s Customer First teams, Security, Business Technology, and Data and Analytics.  

Job Duties & Responsibilities: 

  • Drive Support technology roadmap and architecture to evolve the business and meet customer’s needs.

  • Own key projects and initiatives for Support from inception to go live (including requirements gather, scope documentation and testing).

  • Drive requirements and implementation of operational and policy strategies, policies, workflow processes and standards.  

  • Strive for constant improvement through processes that increase efficiency and consistency across all teams and geos with the mentality of improving CSAT.

  • Collaborate with Workforce Management to monitor and report accurate forecasting of resources and needed capacity to support coverage models.

  • Develop standard operating procedures across all our systems and tools. 

  • Enhance systems to enable effective communications with customers around security issues, trust issues and overall availability issues.  

  • Ensure compliance and performance standards are being met.

  • Partner with Communications team to define and implement a scalable and efficient vehicle and process for critical customer comms.  

  • Document Customer Support processes.

  • Partner with Engineering, Product and Security teams to develop cross-functional best practices.  

  • Drive a culture of case reduction and measurable improvement through process, product, documentation and training enhancements

Required Skills & Qualifications: 

  • 5+ years of business analysis experience supporting programs of significant complexity.
  • Previous experience working with a Customer Support organization.

  • Experience with Salesforce Service Cloud is a must. 

  • Expertise in business requirements gathering, documentation, traceability, and testing.

  • Excellent communication (verbal and written), interpersonal and negotiation skills.

  • Must be Business-Centric, Data-Oriented, Analytically Minded and Results Driven.

  • Ability to understand complex business problems and interpret business and technical requirements.

  • Proven ability managing multiple concurrent projects, prioritize effectively, and consistently meet deadlines with minimal oversight.

  • Capable of working effectively both independently and part of a team - the ideal candidate is self motivated, excellent time management and organizational skills, strong sense of responsibility, ownership and initiative, while also working collaboratively as part of a cross-functional team.

  • Bachelor's degree in Business Administration or Information Technology.

((Colorado, New York and Washington only*) Minimum salary of $103,000/year + bonus, commission, or variable comp (depending on role) + equity + benefits)

Okta is an Equal Opportunity Employer.


Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located.  We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live.  Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs.  Find your place at Okta 

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