BI & Reporting Analyst

14 hours 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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