ITSM Data Analyst II (ITIL) - SAP BO, Power BI

Role : ITSM Data Analyst II (ITIL) - SAP BO, Power BI

Location : Alabang Muntinlupa

Work Type : Hybrid - 3 days onsite in a week

Work Shift : Mid Shift

Job Description:

POSITION PURPOSE

Experienced ITSM Specialist and Data Analyst serving as a subject matter expert for ITIL Incident, Service Request, Problem, Change and Configuration Management. The role transforms ITSM data into actionable operational insights using SAP BusinessObjects (SAP BO) and Microsoft Power BI, while strengthening process governance, service performance, data quality and continuous improvement.

PRIMARY RESPONSIBILITIES

• Govern and support ITIL Incident, Service Request, Problem, Change and Configuration Management processes, controls and reporting requirements.

• Collect, cleanse, validate and reconcile ITSM data from service management platforms and related operational sources to improve reporting accuracy and consistency.

• Develop, maintain and enhance SAP BusinessObjects (SAP BO) and Microsoft Power BI reports, dashboards and scorecards for operational and management reporting.

• Analyze incident and service request volumes, categories, priorities, aging, backlog, SLA performance, assignment trends and recurring demand patterns.

• Perform problem-management analytics, including recurring-incident identification, trend correlation, root-cause evidence analysis and post-resolution effectiveness tracking.

• Analyze change performance, including volumes, success and failure trends, emergency changes, change-related incidents, implementation outcomes and review actions.

• Monitor configuration-management data quality, including CMDB completeness, accuracy, relationship integrity, duplicate records, stale data and reconciliation exceptions.

• Define and document reporting logic, KPI calculations, data mappings, business rules and dashboard requirements in coordination with process owners and stakeholders.

• Prepare recurring and ad hoc operational analysis, executive summaries and service review packs with clear findings, risks, insights and recommended actions.

• Identify opportunities for process improvement, automation and preventive actions based on data trends and measurable service outcomes.

• Support data governance, access control, audit evidence, report validation and compliance requirements for ITSM reporting.

• Work with ITSM process owners, service delivery teams and technical support groups to validate findings, track action plans and measure improvement benefits.

PRIMARY TECHNICAL AND FUNCTIONAL ABILITIES

• Working knowledge of ITIL practices, particularly Incident, Service Request, Problem, Change and Configuration Management; ITIL Foundation certification preferred.

• Hands-on experience in SAP BusinessObjects (SAP BO), including report creation, query design, scheduling, data validation and publication.

• Hands-on experience in Microsoft Power BI, including data preparation, data modeling, DAX measures, interactive dashboards, visualization and controlled sharing.

• Ability to translate operational requirements into KPIs, reporting specifications, data models and management insights.

• Proficiency in data cleansing, reconciliation, trend analysis, segmentation, exception analysis and root-cause-oriented analytics.

• Advanced understanding of ITSM ticket data, SLA metrics, backlog and aging analysis, change records, problem records and configuration-item information.

• Experience with CMDB administration, configuration data quality monitoring and relationship analysis.

• Experience in report testing, data-quality controls, documentation, version management and audit support.

• Advanced Microsoft Excel capability; working knowledge of SQL or equivalent query concepts is an advantage.

• Ability to present complex analysis in concise, business-focused reports for operational teams, process owners and leadership.

BEHAVIORAL ABILITIES

• 3-5 years of experience in ITSM, service operations, reporting, business intelligence or data analytics.

• Strong analytical thinking, attention to detail and the ability to challenge inconsistent or incomplete data. • Effective stakeholder management and requirements-gathering skills.

• Process-improvement mindset with a focus on measurable outcomes and practical recommendations.

• Strong written, verbal and visual communication skills, including the ability to explain data findings to technical and non-technical audiences.

• Ability to manage recurring reporting cycles, competing priorities and ad hoc analytical requests.

Note :

Interested candidates feel free to share your updated resume to [Confidential Information]