Day-to-Day Responsibilities:

Data Analysis

• Understand the issues the business is facing and identify relevant data sources to define the scope of the associated impacts.
• Collects, selects, and validates data relevant to the analysis.
• Extract and translate business data into actionable data.
• Analyze and validate heterogenous, possibly unstructured data masses, to extract useful knowledge to optimize the company’s offers, services, or processes.
• Analyze large, complex data sets to identify trends, patterns, and insights. Utilize insights to propose process and/or system changes to drive continual service improvements.

Data Management

• Implement processes for acquiring and integrating data from various sources.
• Clean and preprocess data to prepare it for analysis.
• Assist in data reconciliation and validation checks across various systems.
• Coordinate with IT and other departments to implement data solutions.
• Comply with establishing and maintaining data governance policies and procedures.
• Complete end to end quality assurance activities to ensure reporting is accurate and aligns with established business definitions and objectives. Ensure periodic audits for reporting to maintain data integrity and validity.

General Reporting

• Provide guidance to internal stakeholders on best practices for reporting. This includes source identification, report set up, and report maintenance in systems of record.
• Collaborate with business leaders to understand their data needs and provide analytical support for decision-making.
• Develop and maintain key performance indicators to track the Global Services program’s effectiveness.
• Complete regular analyses of key performance indicators to ensure performance demonstrates global best practices and standard procedures.
• Create and maintain advanced dashboards and reports using tools like Tableau, Power BI, or similar, to drive operational and business improvements.
• Develop and present insightful reports that highlight workflow status and value.
• Provide input and expertise regarding appropriate financial and operational KPIs/metrics to identify the most appropriate measures for Services reporting components.
• Present data findings to senior management and stakeholders in a clear and concise manner.

Advanced Analytics

• Performs research, analyzes reports, and creates statistical models for presentation/review. Summarize findings and communicate results to partners.
• Develop and implement data models, algorithms, and statistical analyses to address business needs.
• Use statistical methods to interpret data and generate actionable insights.
• Integrate advanced analytics practices into reporting standards introduced to the business.
• Build and validate predictive models to forecast business outcomes and support strategic decision-making.

Documentation

• Conduct data process mapping activities across various systems to drive continual service improvements and platform enhancements/business process improvements.
• Assist in documenting data lineage/data flows.
• Perform database structure research and create data mapping documents to understand relevant data elements along with their definitions and use.
• Coordinates and provides demos, training and knowledge transfer for any Services reporting solution that launches.

IT Reporting Initiative

• Collate reporting requirements for reporting needs prior to submission to IT, organizing and identifying data sources and intended reporting outputs, for both internal and external stakeholders.
• Develop and present business case documentation and rationale for investments and value/impact of reporting initiatives via the IT Steering Committee.
• Ensure new reporting meets the pre-defined acceptance criteria to ensure that the expected business value/customer satisfaction outputs are achieved.
• Coordinates release planning, testing and implementation of reporting features and functionality with the IT team and LOB.
• Work cross-functionally to ensure that external customer reporting requirements are accepted by Marketing, Product, and other functional leads.
• Responsible for business stakeholder management, providing clear and consistent communication of all report development to the business, management, and technology team.
• Troubleshoot and resolve bugs/defects in Services reporting solutions, with the assistance of IT, as reported or observed by stakeholders.
• Special projects as required.

Must Haves:

• Proven ability to significantly contribute toward or lead operational initiatives with a results-oriented approach.
• Ability to build internal relationships.
• Exceptional attention to detail and structured problem-solving skills.
• Excellent presentation skills and comfortable sharing thought leadership with Executive stakeholders.
• Proficiency in various business productivity systems.
• Ability to balance multiple tasks with changing priorities.
• Ability to negotiate conflict and maintain constructive working relationships with people at all levels of the organization.
• Self-starter capable of working independently and ensuring deadlines are met.
• Excellent communication and interpersonal skills, both verbal and written.
• Skilled with Microsoft Office (Word, PowerPoint, Outlook, Excel etc).
• Proficiency with SQL and with reporting and visualization tools such as SQL Server Reporting Services, DAX, Visual Studio, Report Builder, Qlik, and Power BI.
• Extensive experience with ITSM platforms and integrated reporting (e.g. ServiceNow)
• Understanding of data languages such as DAX, VBA, MDX, R, Python, and Power Query.
• Knowledge of industry-specific metrics and reporting standards in both financial and operational domains (e.g. ASA, MTTR, NPV, ROI, Cost Ratios).
• Understanding of relational databases and experience with database management systems.
• Proven experience in advanced analytics, data mining, predictive modeling. and data processing techniques.
• Demonstrated success in setting up reporting standards, as well as strategies for data upkeep and collection.

Nice-to-Haves:

• Familiarity with cloud platforms (e.g., AWS, Azure) is a plus.
• A minimum of a 4-year degree or comparable industry experience is required. Degree in quantitative field (e.g. Statistics, Mathematics, or Computer Science) is preferred
• 4+ years in a BI, data/business analyst, or reporting centric role preferred.
• Involvement in a Services role within the IT/UCC industry
• Familiarity with Agile development practices
• Demonstrated experience understanding and executing technical strategies and processes, resulting in exceeding business targets.
• Certifications:
  • Data analysis or business intelligence tools (e.g. Microsoft Certified: Power BI Data Analyst Associate)
  • Process and Quality Improvement (e.g. Six Sigma, Lean, Quality)
  • ITIL