Senior Business Analyst
Microsoft
Senior Business Analyst
San Jose, San José, Costa Rica
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Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.
We are seeking a highly analytical and strategic Senior Business Analyst with a focus on Workforce Management and Operations. The ideal candidate brings deep experience in data analysis, workforce planning, and operational strategy, with the ability to turn complex data into actionable insights that drive measurable impact. In this role, you will partner closely with business leaders to measure and improve strategic initiatives that overlay with financial impact, talent/onboarding efficiency and acceleration, and delivery model optimization.
This position requires both technical expertise in analytics and strong business acumen to align strategic workforce initiatives with organizational goals. You will develop clear, compelling visualizations and narratives that inform leadership decisions, enable proactive workforce planning, and ensure operational strategies are sustainable. Success in this role demands not only rigorous analytical skills, but also the ability to collaborate across functions, manage change, and influence stakeholders in a dynamic, global environment.
This role is flexible in that you can work up to 50% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Qualifications
Required Qualifications:
- Master's Degree in Mathematics, Analytics, Engineering, Computer Science, Marketing, Business, Economics or related field AND 4+ years of experience in data analysis and reporting, business intelligence, or business and financial analysis
- OR Bachelor's Degree in Statistics, Finance, Mathematics, Analytics, Engineering, Computer Science, Marketing, Business, Economics or related field AND 6+ years of experience in data analysis and reporting, business intelligence, or business and financial analysis
- OR equivalent experience.
- 6+ years of progressive business experience, including workforce analytics, program management, or operations strategy.
- Extensive experience in workforce/resource management and process improvement.
Preferred Qualifications:
- Proven ability to apply analytical methods to solve complex business problems and drive measurable outcomes.
- Proficient skills in data analysis, visualization, and statistical methods.
- Ability to manage ambiguity, challenge requirements, and guide stakeholders toward effective trade-offs.
- Exceptional communication and collaboration skills, with the ability to influence at all levels of the organization.
- Proficiency in Power BI, Excel (advanced), and workforce planning tools.
- Experience with Anaplan or similar workforce modeling platforms.
- Demonstrated knowledge of blueprinting and resourcing models.
Responsibilities
Data Analysis & Insights
- Analyze large, complex datasets to identify workforce trends, patterns, and improvement opportunities.
- Develop models and methodologies for capacity estimation, enabling proactive resource planning.
- Provide clear, actionable insights to business stakeholders that improve workforce performance and delivery outcomes.
Visualization & Storytelling
- Build compelling dashboards, scorecards, and visualizations using Power BI (or similar tools) to inform decision-making.
- Create engaging narratives that translate analytical findings into clear recommendations for technical and non-technical audiences.
Workforce Strategy & Resource Planning
- Develop and maintain resource strategies that balance short- and long-term workforce supply with evolving business demands.
- Serve as both an subject matter expert (SME) and a cross-functional advisor on enterprise workforce strategy.
- Collaborate with Global Talent Acquisition to streamline staffing processes and support hiring priorities.
- Shape and advance the enterprise workforce strategy, ensuring alignment between long-term organizational goals, operating models, and evolving business demands.
- Partner with stakeholders to anticipate future talent needs, enabling proactive capacity planning that supports growth and transformation.
- Provide thought leadership as both a subject matter expert (SME) and a cross-functional advisor on enterprise workforce design, capability development, and operational optimization.
- Influence and guide talent acquisition priorities, helping to design scalable hiring strategies that strengthen pipeline efficiency and workforce readiness.
- Translate organizational strategy into actionable workforce models, blending business, financial, and operational drivers to optimize customer outcomes and business performance.
Collaboration & Continuous Improvement
- Partner with data owners, stewards, and cross-functional teams to ensure data accuracy and quality.
- Document methodologies, findings, and processes for transparency and repeatability.
- Stay current on industry best practices in analytics, workforce planning, and data visualization.