Accountabilities

• Consolidate and analyze ITSO performance data to identify trends, underlying issues, services or service aspects in need of improvements and proposing appropriate remediation to the relevant ITSO teams.
• Prepare and present accurate and insightful ITSO performance reports and/or dashboards/ insights to enable effective, informed management decision making.
• Performance Data Analysis: includes pulling data from various parties, sources (like Business Objects, Data warehouses, and other required tools), data consolidation, data formatting, data validation, reporting and most importantly Data Analysis.
• Data engineering and Data analysis are two activities the individual needs to contribute to with relevant experience with market standard tooling knowledge.
• Drive insight generation by independently collating data, analyzing data, building models, using statistics and several data analysis techniques.
• Should be able to comprehend data, use market standard techniques to build analytical models to arrive at insights.
• From a user experience journey standpoint, should be able to leverage ServiceNow data and PowerBI to generate insights.
• Proactively work with key stakeholders and/or suppliers to ensure requirements for reporting are identified, implemented and embedded in a standard way.
• Review current standards and methodologies and offer suggestions on ways to improve. Examine and evaluate purpose and content of reports to develop new or optimize existing reports.
• Ensure all work is carried out and documented in accordance with required standards and procedures.
• Ensure the relevant Performance Reporting website is updated and remains an effective communication channel.
• Assist the team lead or senior analysts in special projects as and when needed.

Dimensions and special Challenges

• No direct reports.
• Taking ownership of responsibility without waiting for direction.
• Working in a global, virtual environment with key stakeholders and culturally diverse team members requires a great deal of flexibility and understanding.
• Managing multiple delivery priorities and multiple demand requests.
• Collaboration with either multiple stakeholders in various organizations or with key suppliers.
• Delivering through others with no direct authority.

*Requirements

Mandatory Qualifications and Skills

• 5-8 years of total experience.
• At least 2 years of experience in Service Level Management, Management Information and/or Analytics roles.
• Good data management using Excel. Knowledgeable in basic Formulas, Macros, Charts, Pivot, Vlookup, Data Validation, Conditional Formatting etc.
• Proficient use of MS Word, PowerPoint, Power BI.
• Exposure to ServiceNow reporting.
• Proficient and experience in SQL programming required.
• Expertise to Azure data platform components: Azure Data Lake Store, Azure Data Factory, Data bricks, SQL PAAS
• Proven experience delivering timely, high quality, manager-level reporting and analysis from diverse data sources.
• Strong stakeholder, interpersonal relationship, and negotiation skills.
• A self-starter with good analysis and problem-solving skills.
• Able to work collaboratively and effectively with all levels in the organization and across different geographies.
• Attention to detail a must, with focus on quality and accuracy.
• Able to handle multiple tasks with appropriate priority and strong time management skills.
• Fluent in English, written and verbal.
• Flexible about work content and enthusiastic to learn.