Job Responsibilities:

What will you do

Your key responsibilities are:

The Senior Data Analyst (EUTS) is a hands-on analytics leader responsible for designing, building, and operationalizing Power BI–based dashboards, reports, and data products that illuminate trends across End User Services (Service Desk, Deskside/Field, EUC engineering, collaboration, and device management). The role blends data engineering (SQL, APIs, scripting) with data visualization and storytelling, turning diverse operational data into actionable insights that improve front-line IT support, elevate the employee experience, and standardize contractual reporting (SLAs/KPIs). Success requires deep Business Intelligence expertise, strong stakeholder engagement, and a passion for transforming the end-user landscape through data-driven decisions.
Design and deliver BI solutions: Build scalable Power BI semantic models, datasets, and interactive dashboards (DAX/M, row-level security) that provide real-time visibility into ticket volumes, backlog, MTTR, first-contact resolution, CSAT, SLA adherence, and overall operational performance across End User Services.
Operational reporting and standardization: Establish a single, governed reporting framework for contractual commitments—SLAs, OLAs, KPIs—and produce consistent monthly/quarterly executive and vendor reports, including variance analysis and trend diagnostics.
Data engineering and integration: Create robust data pipelines using SQL and scripting (PowerShell/Python) to ingest and transform data from systems such as ServiceNow/Jira, Microsoft 365, Intune/Endpoint analytics, SCCM/MECM, Azure Log Analytics, and other operational tools via REST/Graph APIs.
Decision support for front-line IT: Translate findings into practical recommendations that improve front-end IT support (knowledge gaps, training opportunities, shift-left opportunities, automation candidates, problem management themes) and track the impact of those actions.
Quality, governance, and reliability: Implement data quality checks, documentation, and version control; define source-of-truth datasets and KPIs with clear business definitions; ensure access, security, and RLS align with company policy.
Self-service enablement: Publish certified datasets, Power BI apps, and report templates; coach End User Services teams on interpreting visuals and using insights in daily stand-ups and service reviews.
Automation and scale: Automate refresh, distribution, and alerts (e.g., SLA breach notifications, anomaly detection, threshold exceptions) to reduce manual reporting time.
Executive storytelling: Craft concise narratives for senior leadership, connecting metrics to outcomes (experience, productivity, cost, risk), and present insights in QBRs/MBRs.
Collaboration: Partner with Service Desk & Deskside leads, EUC engineering, Collaboration/M365, Vendor Management, Finance, PMO, and InfoSec to align data definitions, priorities, and roadmaps.

Qualifications:

Bachelor's or Master's degree in Computer Science or any related field.
Must have at least 6+ years in Data Analytics or Business Intelligence.
Must have at least 5+ years of technical experience in Power BI (data modeling, DAX, Power
Advanced SQL experience across enterprise platforms (e.g., SQL Server/Azure SQL) and strong Excel (Power Query, Power Pivot, advanced formulas).
Proficiency in scripting (PowerShell and/or Python) to automate data ingestion, transformation, and report operations.
Good knowledge in data modelling in relational databases
Must be amenable to work on a night shift schedule (8:00 PM to 5:00 AM or 9:00 PM to 6:00 AM)
Must be amenable to work in the office at least 3x a week (Alabang).

Power BI Developer (Mid-level to Senior)