Business Intelligence Analytics

Job Objective

This role involves active participation in the Service Centre for local operations, focusing mainly on reporting, data analytics, and defining actionable plans based on data insights. The position requires collaboration with customers, operations management, the Service Centre team, and various functional groups like IT Operations, Field Service Operation, and Finance. Data sources include ServiceNow and monitoring tools like Splunk and Nagios.

Key Responsibilities

• Design, implement, and manage crucial operational data processes such as market surveillance.
• Create and analyze reports, engaging stakeholders to interpret data for informed decision-making and action planning.
• Integrate and analyze data from multiple platforms including DMS, Splunk, and ServiceNow.
• Lead technical development tasks including analysis, effort estimation, scope definition, and coordination with technical teams.
• Conduct ongoing data quality monitoring and auditing.
• Deliver status updates, operational performance, and service management reports as scheduled or on demand.
• Participate in developing and delivering business intelligence and reporting training for customers and system users.
• Develop and conduct internal training sessions to onboard and support new and existing team members.

Required Qualifications and Skills

• Bachelor's degree in computer science, statistics, business studies, or related disciplines.
• Proficient with enterprise BI tools including Microsoft SQL Server (SSAS, SSRS, SSIS), MDX, data modeling/integration, and visualization tools like Tableau or Power BI.
• Strong analytical abilities and capacity to generate detailed and comprehensive reports.
• Solid SQL skills with experience handling large structured and unstructured databases.
• Knowledge and experience in IT Service Management (ITSM).
• Comfort presenting reports and insights to senior management.
• Experienced in quality and performance monitoring procedures.

Desirable Experience

• Familiarity troubleshooting computer networks.
• Hands-on experience with ServiceNow, Splunk, and Linux environments.

Personal Attributes

• Excellent analytical thinking with a methodical and organized approach.
• Strong interpersonal, communication, and presentation skills.
• Ability to manage demanding customers diplomatically and with political sensitivity.
• Team player able to work collaboratively.
• Capable of working efficiently under pressure and meeting deadlines.
• Demonstrates ownership and accountability for responsibilities.
• Customer-centric mindset focused on quality and results.
• Self-driven and motivated.