Role Description – Summary
Responsible for delivering and implementing strategic data driven initiatives and improvements as part of a team of data analysts within Global Services (GS). The role will encompass all facets of a data driven lifecycle from improving and validating data sources, ensuring their accuracy and integrity, through to delivering data-driven insights portals, and forecasting through modelling, analysis and innovative management and customer dashboards. These solutions will be supported by maintaining appropriate data standards, workflows, and documentation. Working directly with functions outside of GS, you will provide operational teams and management the facilities for regular self-service SLA/OLA and financial reporting and monitoring, to improve customer service, delivery quality and operational efficiencies. Where possible these dashboards and reports should utilize predictive models, identifying trends and highlighting anomalies to give valuable data insights to the business.
Primary Responsibilities / Key Result Areas
Accountable for the creation and timely delivery of accurate operational and customer performance reports & Dashboards.
Create impactful analyses to improve operational efficiency, develop automation, forecasting and customer experience.
Responsible for the delivery of the complete lifecycle of reporting in the respect of Create, maintain, optimize, support and improve new and existing reports & dashboards.
Ensure and manage the integrity of all reports, models, and data through the oversight of the appropriate maintenance and documentation of data sources, definitions and calculations used for metrics, KPIs, models and forecasts.
Ensure oversight and validation of relevant data sources, consistency and data integrity are in place by collaborating with responsible person for upstream/downstream systems such as CRM, Ticketing, Datawarehouse, data backbone, data lake systems).
Formulate & execute quality checks to be regularly carried out to highlight any potential errors both new and existing reports and portals.
Perform ad hoc analysis and reports as determined by the needs of the business.
Influence automation to ensure existing or new reports can be generated, refreshed, and maintained in a timely manner.
Oversee the in testing, validation, and approval process for processes and systems that involve all parts of the data driven lifecycle.
Define & inspire/ best practices within the team.
Excellent analytical skills to create analyses that tell a story focused on insights and data facts.
Sound understanding and ability to provide meaningful analytical insights with clear recommendations to both operational & management teams.
Ability to gather and comprehend requirements and challenges across all levels of the business which can be assisted by data analytics.
Ability and experience to apply machine learning and big data analysis to underpin tactical business decisions.
Ability to convey complex technical issues internally to both technical and non-technical individuals.
Ability to organize, prioritize and handle multiple time-sensitive tasks in a demanding environment.
English language at advanced level.
Complex problem solving and critical thinking.
Cooperation and teamwork.
Qualifications & Experience
Bachelors degree in data analytics, data science, computer science, business, statistics, mathematics, or related field.
3+ years of work experience in data analytics to support customer services (internal and external).
Hands-on experience DAX, and SQL (creating and maintaining complex measures and relationships, and customized tables and attributes).
Experience manipulating data sets using R or Python and handling large scale unstructured data.
Knowledge & experience with Microsoft Excel / Power Bi (external data, pivot tables, etc) and data validation processes.
Understanding of systems integration, data governance, security compliance, and multi-screen flows and UI/UX elements.
Hands-on experience with NOC ticketing systems or operational environment experience.
Experience with Service Now Ticketing system in NOC environment will be preferred
Experience with NOC & operational related analytical skills with the ability to collect, organize, analyse, and present the results with attention to detail and accuracy.
Knowledge of Microsoft Power Automate and Power Apps Platforms.
Familiarity and experience with Machine Learning and Data Mining and forecast modelling with statistical analysis (Customer experience, financial, operational)
Good understanding of statistical concepts and experience with business applications of statistical methods (e.g., hypothesis testing, regressions, sampling) & predictive analytics.