BI & Reporting Analyst

3 weeks ago

Noida, Uttar Pradesh, 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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