Senior Data Analyst

Position Summary

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.

Key Responsibilities

•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.

Required Qualifications

•5–8+ years in Data Analytics/BI with measurable impact in IT service management or end-user computing environments.

•Expert with Power BI (data modeling, DAX, Power Query/M, row-level security, Power BI Service/Apps, deployment pipelines).

•Advanced SQL 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.

•Demonstrated experience consuming REST/Graph APIs for data extraction (e.g., ServiceNow, Microsoft Graph, Intune, Microsoft 365, Jira).

•Proven track record building SLA/KPI frameworks and operational dashboards that drive behavior change in IT support organizations.

•Strong data visualization best practices and the ability to translate complex analysis into clear, compelling stories for technical and non-technical audiences.

•Familiarity with ITIL concepts (Incident, Problem, Change) and metrics such as MTTA/MTTR, first contact resolution, backlog aging, ticket deflection, and CSAT.

•Excellent communication, stakeholder management, and a continuous-improvement mindset.