Business Analyst – Event and Escalation Management

Job Title: Business Analyst – Event and Escalation Management 

Location: Hyderabad, India 

Company Overview: 

CDK Global is at the forefront of retail technology and software-as-a-service (SaaS) solutions, fundamentally transforming how automotive dealers and manufacturers streamline operations, elevate profitability, and create seamless consumer experiences. We empower nearly 15,000 retail locations across North America with our innovative technologies. At CDK Global, we anticipate the future challenges and opportunities of the automotive retail industry, ensuring that our partners and clients are always ahead of the curve. 

Position Overview: 

We are seeking a detail-oriented and experienced Business Analyst to join our Event and Escalation Management team. This role is crucial in ensuring the integrity, quality, and efficiency of our event and escalation management processes. The ideal candidate will be responsible for coordinating with various stakeholders, ensuring seamless integration of event data, and enhancing our incident and escalation management processes through insightful data analysis and reporting. A strong focus on maintaining high standards of quality and operational efficiency is essential. 

Key Responsibilities: 

• Event Data Management and Integration: Ensure that event data sources are effectively integrated and compatible with our consolidated data warehouse. Develop and maintain robust data models that support efficient data processing and reporting. 
• Incident and Escalation Reporting and Analytics: Build compelling and informative reports using PowerBI and PowerPoint. Analyze data to derive actionable insights that support incident and escalation management objectives. 
• KPI Development: Collaborate with stakeholders to identify and define key performance indicators (KPIs) that measure the effectiveness of event and escalation management processes. 
• Compliance and Collaboration: Work closely with Infrastructure Service Managers to ensure compliance with incident and escalation management standards across various organizational units. 
• Stakeholder Engagement: Drive adoption of new systems and processes by building strong relationships with internal stakeholders and providing ongoing support and training. 
• Quality Assurance: Spend significant time conducting Quality Assurance reviews of Outage calls to extend baseline metrics used in calibrating call quality metrics. 
  
  

Qualifications: 

• Proven experience as a Business Analyst, preferably in event and escalation management or a related field. 
• Strong proficiency in PowerBI and PowerPoint, with a solid track record of developing data models and generating insightful reports. 
• Excellent understanding of data integration and the principles of data quality and consistency. 
• Demonstrated ability to collaborate effectively with both technical and non-technical stakeholders. 
• Proven experience with outage bridges and outage management. 
• Bachelor’s degree in Information Systems, Computer Science, Business Administration, or related field. 
  
  

Why Join CDK Global? 

• Innovative Culture: Join a team where creativity and forward-thinking are at the heart of market innovation. 
• Impact: Directly influence the strategic direction and operational efficiency of a leading company in the automotive retail technology sector. 
• Career Growth: Benefit from vast opportunities for professional development and advancement. 
• Competitive Compensation: Enjoy a competitive salary, comprehensive benefits package, and flexible work arrangements. 
  
  

 

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.