Senior Service Analyst
New
M
MonzoBanking
Remote (UK), or our London or Cardiff office, UK timeContractSenior
Salary40,400 - 51,050 GBP per year
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Job Details
- Required Skills
- SQLData AnalysisGoogle SheetsLooker
Requirements
- Demonstrable experience in service delivery, optimization, and workforce management in a fast-paced environment.
- Advanced ability to use Looker and Google Sheets for deep data storytelling and reporting.
- Proven experience in SQL coding for data analysis and automation.
- Experience in incident management, creating actionable plans, and developing data-driven solutions.
- Strong project lifecycle management skills with the ability to work independently.
- Expertise in workforce optimization principles including task views, task types, and routing.
- Effective communication skills for stakeholder management and team coaching.
- Experience creating presentations using Google Slides and Google Documents.
Responsibilities
- Compile data-driven reports including weekly metrics, Monthly Business Reviews (MBRs), and Domain Weekly Business Reviews (WBRs) for senior stakeholders.
- Independently design and implement fully functional Looker dashboards and standalone Management Information (MI) for operations teams.
- Perform root-cause analysis and automate processes using SQL, Airtable, Anaplan, and Google Sheets.
- Develop dynamic burndown plans to forecast return-to-service dates for operational incidents.
- Manage cross-domain incidents and serve on a Monday to Friday on-call rota.
- Conduct deep dives to identify supply and demand gaps, optimizing task routing and service activities.
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