Business Analyst, Service Desk Reporting & Analytics
New
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Netrix GlobalIT managed services
Location: Pune, IN, Shift Timing - 1:00 PM - 11 PM ISTFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in data analysis, business intelligence, operational and customer reporting
- Required Skills
- SQLMicrosoft Power BIMicrosoft ExcelData modeling
Requirements
- Have 5+ years of experience in data analysis, business intelligence, operational reporting, and customer reporting.
- Hold a bachelor's degree in information technology, computer science, statistics, mathematics, business, or a related field, or have an equivalent combination of education and relevant work experience.
- Demonstrate proficiency in SQL and advanced Excel, including pivot tables, data validation, and complex formulas.
- Have working knowledge of ServiceNow ITSM, including Incident, Request, Problem, and Change records, SLA definitions, task SLA data, customer surveys, and native reporting.
- Have working knowledge of Power BI Desktop and Service, data modeling, DAX, Power Query (M), row-level security, scheduled refresh, and paginated reports.
- Be able to explain data, trends, and SLA results to technical and nontechnical audiences and present confidently in customer meetings.
- Manage competing customer and internal reporting priorities independently against monthly deadlines.
- Experience supporting an IT service desk, managed service provider, contact center, or ITSM environment is strongly preferred.
- Microsoft Certified: Power BI Data Analyst Associate is preferred.
- ServiceNow Certified System Administrator and ITIL Foundation are preferred.
- Python or R is a plus.
Responsibilities
- Produce and automate monthly customer service reports and service review presentations.
- Report SLA attainment, ticket activity, customer experience results, and contact center performance metrics.
- Maintain daily operational reporting and provide volume and demand analytics for workforce management and staffing decisions.
- Produce internal financial reporting by customer and build leadership dashboards and executive summaries.
- Establish reporting baselines and dashboards for new customers during onboarding, transition, and hypercare.
- Redesign Excel, SQL, and legacy reports as scalable, automated Power BI solutions.
- Design and maintain data models using ServiceNow and contact center datasets; create transformations with Power Query (M) and DAX measures.
- Validate, cleanse, and reconcile data; implement row-level security and maintain reporting documentation.
- Present metrics, trends, and SLA results in customer meetings and fulfill reporting requests.
- Provide training and documentation to help teams use Power BI and ServiceNow reporting.
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