Description

Own service data analysis to drive decision-making and improve service quality. You will gather, clean, and model data to forecast trends and resolve incidents.

Responsibilities

• Gather service data from databases and spreadsheets through cross-functional collaboration.
• Clean and organize datasets using statistical techniques to identify trends and anomalies.
• Develop regular reports and interactive dashboards to communicate KPIs to stakeholders.
• Monitor performance against benchmarks and conduct root cause analysis on incidents.
• Build predictive models using historical data to forecast future service demands.

Required Skills

• 5+ years of experience as a Data Analyst or in service reporting.
• Proficiency in SQL for data manipulation and querying.
• Experience using Python or R for data analysis and statistical modeling.
• Advanced Excel skills for data organization.
• Hands-on experience with Tableau or Power BI for visualization.
• Ability to interpret complex datasets and present findings to non-technical stakeholders.
• Degree in Computer Science, Statistics, Mathematics, Economics, or related field.

Preferred Skills

• Familiarity with ITIL service management concepts.

Key Skills

Education

Any Graduate