Business Intelligence/Reporting Analyst - IT Services (Nightshift)

Job Summary:

The ideal candidate will be skilled in data analysis, data visualization, ITSM metrics, and project management methodologies.

Key Responsibilities:

• Conduct a comprehensive analysis of ServiceNow ticket data to uncover trends, identify recurring patterns, and deliver actionable insights and recommendations for process optimization. The analysis will encompass, but is not limited to, evaluation of SLA metrics, ticket volume by category, resolution times, SLA compliance rates, and service desk agent performance.
• Develop and maintain dashboards and reports to monitor operational performance and identify areas for improvement using Power BI.
• Identify trends, patterns, anomalies, and opportunities for improvement in IT and service desk operations.
• Provide actionable insights to leadership through regular and ad-hoc reporting.
• Automate reporting processes and ensure data accuracy and consistency.
• Ensure data integrity and consistency across service management platform, ServiceNow.
• Support the implementation of data analytics tools and technologies to enhance data analysis capabilities.
• Organize meetings, discussions, and prepare presentations to communicate analytical findings.
• Participate in forecasting and capacity planning based on historical data and business trends.

• Assist in planning and coordinating program operations and initiatives to improve operational efficiency and customer experience.
• Track program updates, deliverables, and timelines; escalate risks and issues as needed.
• Provide support in program financial management by developing and maintaining project budgets, tracking expenditures, monitoring variances, and preparing detailed financial reports and forecasts.
• Execute time approvals in compliance with the payroll.
• Coordinate
• Maintain documentation and reporting for ongoing programs and projects.
• Collaborate with cross-functional teams to ensure alignment and successful execution of IT and service desk operations.
• Provide support for, and assume responsibility over, the execution of process enhancements and adherence to standard operating procedures.
• Facilitate communication between stakeholders and ensure program goals are clearly understood and met.

Required Qualifications:

• Bachelor’s degree in Data Science, Information Systems, Business Analytics, or Business Administration.
• 4+ years of experience in data analysis within an IT service desk or IT operations.
• 3+ years of experience in program or project coordination/management in an IT Support operations context.
• Proven experience in data analysis, data visualization, and statistical analysis.
• Strong proficiency in Microsoft Excel and Power BI.
• Proficiency with ITSM tools and frameworks (e.g., ITIL, ServiceNow).
• Proven problem-solving skills and attention to detail.
• Strong presentation skills using PowerPoint.
• Project coordination skills with the ability to manage multiple tasks and deadlines.
• Effective communication skills to convey complex data insights to non-technical stakeholders.
• Available to work during United States time zones.

Preferred Skills:

• Experience with scripting languages (e.g., Python, R) for advanced analytics.
• Knowledge of machine learning or predictive modeling techniques.
• ITIL certification or equivalent experience.
• SQL skills and experience working with large datasets.
• Experience with predictive and proactive analysis techniques.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

About Insight

From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com

• Founded in 1988 in Tempe, Arizona
• 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
• $8.3 billion in revenue in 2020
• Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
• 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
• Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Insight Manila Location: 10F-11F Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605.