Sr. Data Analyst

• �       Facilitate monthly business reviews using volumetric and root-cause analysis with client teams to drive continuous service improvement.
• �       Reduce information delay by building, deploying, and automating dashboards and reports - focused on production, friction mapping, and performance insights - that blend historical and real-time data.
• �       Streamline problem and change management by developing roadmaps for incident reduction.
• �       Assist teams with version control by providing data analysis and feedback during release sprints, and participate in JIRA tracking processes.
• �       Empower directors to make data driven choices by leading quarterly business review checks on client environment.
• �       Monitor and evaluate new initiatives against key performance indicators (KPIs) and communicate results and recommendations to internal and external stakeholders. 
• �       Collaborate with EMEA and APAC leaders to find new opportunities for global reporting and standardizations.
• �       Partner with global engineering teams to collaborate and drive opportunities for shift-left and other ServiceDesk Level 1 performance metrics and client overall operating costs.
• �       Function as client-environment SME for CSI component to ITIL foundation structure.
• �       Coordinate the broadcasting of status updates to key stakeholders and resource and leadership teams.
• �       May train and mentor less-experienced members of the team.

�       Minimum of 3-5 years in a data analyst or business analyst role

�       Minimum of six (6) months experience with Service Desk or Deskside projects. ITIL foundations certificate is a plus, but not required.

�       Comfort presenting in varying levels of technical verbiage, including to executive leadership 

�       Proven ability to drive root cause analytics and develop a roadmap to mitigate

�       Strong familiarity with PowerBI and other visualization tactics. PowerBI PL-300 certification is a plus, but not required

�       Understanding of technician documentation requirements

�       Ability to work in a dynamic team environment, as well as independently, with limited supervision

�       Ability to identify problem areas and feed this information to delivery and operational resources

�       Excellent oral and written English communication skills

�       Solid understanding of Microsoft Office

�       Strong organizational and prioritization skills, with focus on attention to details

�       May require additional project-specific training

�       Attendance and schedule adherence are requirements for this positio