AMR CSS ROC Business Analyst

Austin, Texas, United States
Support and Service


Weekly Hours: 40
Role Number: 200101146
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. AppleCare Channel Service Support (CSS) Analytics AMR Team is seeking a highly-motivated professional for the role of Business Analyst. This role will be responsible for designing and implementing analytical data solutions and creating reports necessary to give the CSS business the visibility to handle day-to-day operations. This role is an opportunity for you to utilize your business insight, enhanced process knowledge, and analytical skills to deliver creative, valuable solutions to new or pre-existing challenges in the WW channel support & service process repair cycle.

Key Qualifications

  • Aptitude for blending quantitative and qualitative data
  • Strong analytical skills
  • Experience with Tableau and other similar tools preferred
  • Multi-functional collaboration, strong drive and ability to influence partners (accountability without control)
  • Extensive experience in SQL, KPI reporting
  • Experience with SAP preferred
  • Experience with Excel and Keynote
  • Excellent visual, written, and verbal communications skills at all levels
  • Ability to establish relationships across channels and functions to drive success worldwide
  • Independent self-starter who can run multiple priorities in a fast-paced environment
  • Experience in the development and delivery of reporting within multiple environments
  • Ability to quantify strategic and tactical metrics and drive decisions and action based on data
  • Experience with projects from scoping and design to planning and implementation
  • Effective presentation skills, especially at the executive level
  • Experience working in a large, complex, global organization
  • Proven experience designing and implementing structure, focus, and standardization within a reporting and data analytics environment, including the development of standard methodologies across functions and regions
  • Experienced with analyzing performance, needs and expectations in order to anticipate upcoming analytical requirements or challenges
  • Ability to quickly gain credibility and marshal resources in a global organization, including influencing decisions and facilitating change management through collaboration and leadership
  • Phenomenal teammate with a positive attitude, proven sense of empathy and ability to be decisive
  • Willingness to work at a very detailed level while still being able to abstract ideas for communication to multi-functional teams and senior management


You will partner with CSS Business managers to execute engaging, effective reporting, along with data analytics programs and initiatives. You will support new programs and instill standard methodologies within the CSS reporting space in order to scale for future needs and projects. You have a curious eye on future technology and look for innovative solutions to problems or new ways to achieve goals and develop clear and concise presentation summaries for management, illustrating trends and opportunities for improvement. You enjoy collaborating and sharing standard methodologies.

Education & Experience

Bachelor’s Degree or equivalent required; Master's or higher degree in a related field a plus.

Additional Requirements