BI & Reporting Analyst

4 weeks ago

Noida, India Ingenico Full time

Job Summary:

We are looking for a skilled and analytical BI & Reporting Analyst to support our Customer Support and team through advanced reporting, visualization, and data insights. This role is critical in translating ITIL-aligned support data into actionable dashboards and reports to drive performance, SLA adherence, and continuous improvement.


Key Responsibilities:

  • Design, build, and maintain interactive dashboards in Power BI that visualize KPIs across Incident, Problem, Change, and Request Management processes.
  • Collaborate with ITSM and Customer Support teams to identify reporting needs aligned with ITIL practices and service goals.
  • Translate raw data from ITSM tools (e.g., Jira Service Management, ServiceNow, BMC Remedy, ) into clean, structured datasets suitable for reporting.
  • Provide insights into support performance, SLA compliance, ticket volumes, resolution times, backlog trends, and user satisfaction metrics.
  • Develop data models, queries, and metrics that support operational and strategic decision-making.
  • Ensure accuracy, consistency, and availability of real-time and historical data for dashboards and reports.
  • Document and maintain data definitions, report logic, and dashboard usage guidelines.
  • Support audits, compliance tracking, and executive reporting with on-demand and scheduled data visualizations.
  • Continuously identify opportunities to automate reporting and improve data accessibility and storytelling.


Required Qualifications:

  • 6+ years of hands-on experience designing Power BI dashboards and reports, preferably in an IT or customer support-focused organization.
  • Strong knowledge of ITIL frameworks and ITSM processes (especially Incident, Problem, and Change Management).
  • Experience working with ITSM platforms such as Jira Service Management, ServiceNow, or BMC.
  • Understanding of support operations, service metrics (SLAs, KPIs), and reporting requirements in customer support or service desk environments.
  • Strong analytical thinking and attention to detail.
  • Familiarity with Excel, SQL, and other data tools.


Preferred Qualifications:

  • ITIL Foundation Certification (v3 or v4).
  • Experience with automated data pipelines or ETL tools.
  • Experience integrating data from multiple systems (CRM, ITSM, HR systems, etc.).
  • Familiarity with tools like Tableau or Excel VBA as secondary platforms.

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