Serve as a strategic analytics consultant to stakeholders, translating business challenges into data-driven opportunities.
Collaborate with ServiceDesk SME team for context, insight, and environmental awareness to better illustrate analytics.
Deliver tailored insights (weekly/monthly) that focus on operational KPIs, backlog trends, service level performance, and business-impacting issues.
Facilitate regular data-driven discussions with service managers to ensure alignment between analytics outputs and stakeholder priorities.
Perform ticket and volume trend analysis to surface opportunities for automation, proactive support, or process refinement.
Provide root cause analysis support and proactively identify areas where analytics can inform experience improvement or service design decisions.
Manage and evolve analytics specific to stakeholder needs, ensuring consistent delivery of high-quality, timely, and relevant analytics.
Leverage AI and machine learning techniques to identify trends, detect anomalies, and generate insights for stakeholders.
Job Requirements
Details:
Bachelor's degree or equivalent work experience preferred. Typically requires a minimum of 2 years of related experience.
Experience mining data from various sources
Skills using a variety of statistical and business intelligence tools, including Minitab, Excel, R, SQL, Business Objects, Power BI, Tableau, Qlik Sense, Python, and SAS Business Intelligence
Good English communication skills - ability to communicate thoroughly through verbal and written mediums
Knowledge of ticketing tools such as CA, Unicenter, ServiceNow, Remedy, Siebel, CRM etc.
Basic knowledge on ITIL version 3 frameworks (Incident Life Cycle Management)
Ability to observe, asks questions, listen actively, and give and accept feedback effectively
A high energy level, adaptability, assertiveness, patience, and ability to work in a team environment
Familiarity of computers and infrastructure level technical terms
Ability to work autonomously
Flexibility in assigned working hours
Time management and follow-up skills with ability to plan, organize, and prioritize a large workload, and handle several tasks simultaneously
An understanding and observance of strict confidentiality policies and standards
Attendance and schedule adherence are requirements of this position
Knows and applies fundamental concepts, practices and procedures of particular field of specialization
May develop advanced skills using tools and equipment appropriate for the position or specialization
Using established procedures and working under immediate supervision, performs assigned tasks
Work is routine and instructions are usually detailed
