Job Title
Service Quality and Data Mining Senior Analyst
Qualifications
- Bachelor's degree holder
- Atleast 5 years previous experience in extracting, transforming and loading data from various sources
- Experience in strategic planning or process improvement
- Experience in handling and analysis of incident tickets and processes
- Experience in auditing reports on incidents, processes and performance
- Knowledge of IT service management principles, ITIL V4 certification is a plus
- Proficient in Qlik proprietary language and set analysis, including experience in Qlik Sense development, dashboarding, data modelling and reporting techniques.
- Proficient in Service Now reporting modules
- Ability to translate business needs into analytical requirements
- Ability to explain complex issues clearly and influence senior stakeholders
- Strong quantitative skills
- Amenable to work in a Hybrid Work Setup. Office is in BGC Taguig
Scope
- Understanding current incident classification and prioritization criteria
- Conducting regular analysis of incident tickets and processes
- Producing audit reports on Incident quality and resolution processes & performance
- Produces scorecards and KPI metrics reporting for service and process quality
- Coordinates activities to ensure that new solutions can be deployed and operated before they are put into production
- Capitalizes on functional and technical knowledge to lead the activity and perform at the highest level.
- Contributes to build an healthy and collaborative environment, leading by example
- Implement, document, and maintain a performance measurement and reporting infrastructure (i.e. Qlik Stream/Qlik apps)
- Report performance results, facilitate assessment of root-cause-analysis, and identify opportunities for improvement
- Has working experience and advanced and specialized technical/functional knowledge in own discipline. Understands how own area contributes to the business. Acts as a reference for colleagues with less experience and supports junior team members.
- Collect, transform, and aggregate data from different sources to define an appropriate data model as well as develop business intelligence visuals (metrics, key operational indicators, dashboards, etc.) using Qlik and Service Now technology to comply with organizational requirements.
- Influences decisions related to own activity, anticipating dependencies and consequences in complex scenarios, contributes to transversal projects, proposes improvements to processes and is accountable for own and team commitments.
- Works independently within plan dictated by manager, with some guidance on most complex situations.
Diversity & Inclusion
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.
