Commercial Data Insights Analyst

Why Join Omnicell ?
At Omnicell , we are transforming the future of healthcare through data-driven innovation, operational excellence, and exceptional customer experiences. As a Commercial Data Insights Analyst, you will play a critical role in helping Technical Support and service organizations turn complex data into meaningful insights that improve customer outcomes, optimize operations, and drive strategic decision-making.
This is an exciting opportunity to partner across Technical Support, IT, Data Engineering, Customer Success, and Commercial teams while leveraging advanced analytics, business intelligence, and emerging AI technologies. If you are passionate about solving business problems with data and influencing meaningful change, this role offers a platform to make a measurable impact across the organization.
What You'll Do
As a Commercial Data Insights Analyst , you will bridge business needs and analytical solutions to support data-driven decision making across Technical Support and related service organizations.
Primary Impact
Drive operational excellence and customer experience improvements by transforming support and service data into actionable insights, business requirements, and performance-enhancing recommendations.
Key Responsibilities

- Analyze Technical Support and Field Service data to identify trends, patterns, root causes, anomalies, and opportunities to improve operational performance and customer outcomes.

- Develop and maintain recurring and ad hoc reporting solutions that measure key operational metrics, including support volume, backlog, response times, resolution times, service level performance, escalation rates, reopen rates, and first-contact resolution.

- Evaluate performance across products, customer segments, regions, issue types, support channels, priority levels, and service tiers to uncover meaningful business insights.

- Deliver fact-based recommendations that improve support effectiveness, workforce planning, customer satisfaction, and operational efficiency.

- Translate business challenges and stakeholder needs into clear business requirements for reporting, systems enhancements, and process improvements.

- Partner closely with Technical Support leadership, CDIA, IT, Data Engineering, and Reporting teams to ensure analytics solutions align with business objectives.

- Create executive-ready dashboards, presentations, scorecards, and analyses that support operational reviews and strategic decision making.

- Monitor customer experience indicators, including CSAT, NPS, customer effort, and support-related feedback, to identify improvement opportunities.

- Support AI and data science initiatives through data preparation, exploratory analysis, feature evaluation, and interpretation of analytical outputs.

- Collaborate across Commercial Analytics functions, contributing insights that support Sales, Finance, Customer Success, Implementation, and other commercial business areas.

Who You Are
You are a curious and analytical problem solver who enjoys transforming data into business value. You combine strong technical capabilities with excellent communication skills and thrive in highly collaborative, cross-functional environments.
Minimum Qualifications

- Bachelor's degree in Analytics, Business, Statistics, Information Systems, Economics, or a related field.

- Minimum of 2 years of experience in Data Analytics, Business Intelligence, Market Insights, Commercial Analytics, or a related analytical discipline.

- Proficiency in SQL and/or statistical programming languages such as Python or R for querying, transforming, and analyzing data.

- Experience working with structured operational, commercial, service, CRM, sales, or financial datasets.

- Experience creating clear analytical outputs including dashboards, visualizations, summaries, and business recommendations.

- Familiarity with business intelligence and data visualization platforms such as Power BI or Tableau.

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