Data Analyst

Position Overview

Are you a data-driven problem solver with a passion for automation and a deep understanding of IT End User Support processes? We are seeking a highly skilled and motivated Data Analyst who has experience working in the IT End User support domain, to join our dynamic Digital Workplace Support organization. As a ITSM Data Analyst / Automation Lead in this domain, you will play a pivotal role in leveraging incident and service request ticket, PC, IT systems and workflow data to identify trends and opportunities for automation, ultimately streamlining processes and eliminating manual steps toward enhancing the end users experience with requesting and supporting IT Services. In addition, this role will stay informed on emerging technologies/capabilities in the marketplace, perform functional and cost analysis, and develop business cases to bring in new capabilities that transform our end users experience with IT support.

If you are a data analyst with a strong background in IT End User Support, knowledgeable in ITIL, ITSM, and continuous service improvement principles, and have a track record of using tools like Power Automate and Power BI, we invite you to apply for the position of Data Analyst in our team. Join us in our mission to revolutionize end-user support through data-driven automation and continuous improvement, ultimately enhancing the overall IT service experience for our users.

Specific Responsibilities

 

• Dive deep into data analysis, mining insights from various sources, including support tickets, PC inventory, and workflow data, to provide meaningful recommendations for process automation.
• Proactively identify patterns and trends to gain invaluable insights into end-user support needs, common issues, and bottlenecks that can be resolved through automation, adhering to ITIL and ITSM best practices.
• Collaborate closely with cross-functional teams to develop data-driven solutions that significantly enhance the end-user support experience and contribute to continuous service improvement initiatives.
• Utilize the power of Power Automate to design and implement automated workflows, eliminating manual and repetitive tasks, while ensuring compliance with ITIL processes.
• Create impactful and visually compelling dashboards and reports using Power BI, allowing stakeholders to access real-time data for better decision-making and service level improvements.
• Take ownership of data quality, ensuring data accuracy, consistency, and completeness, thereby increasing the reliability of insights derived from the analysis to drive continuous improvement.
• Stay at the forefront of industry trends, adopting cutting-edge data analysis and automation techniques, and applying them within the framework of ITIL and ITSM methodologies.
  
   

Skills/Competencies

 

• Data Analysis: Proficiency in analyzing and interpreting data from various sources, including support tickets, PC inventory, and workflow data, to derive meaningful insights and identify trends.
• Automation: Strong expertise in using automation tools, particularly Power Automate, to design and implement automated workflows that streamline processes and eliminate manual steps.
• Data Visualization: Ability to create interactive and visually compelling dashboards and reports using Power BI, presenting data insights in an easily understandable manner for stakeholders.
• SQL and Excel: Advanced skills in SQL and Excel for efficient data manipulation, data cleansing, and performing complex data analysis tasks.
• IT End User Support: In-depth knowledge of IT End User Support processes and best practices, including familiarity with common end-user issues and support needs.
• ITIL and ITSM: Understanding of ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management) principles and how data analysis contributes to continuous service improvement.
• Continuous Service Improvement: Experience in using data-driven insights to identify areas for service enhancement and process optimization, contributing to a culture of continuous improvement within the IT support team.
• Communication: Excellent communication skills to convey data-driven insights and recommendations to both technical and non-technical stakeholders effectively.
• Attention to Detail: Meticulous attention to detail to ensure data accuracy, consistency, and completeness in all data analysis and reporting activities.
• Problem-Solving: Strong problem-solving skills to proactively identify challenges, bottlenecks, and opportunities for automation and service improvement.
  
   

Education/Experience

Bachelors Degree in information sciences, or High school diploma with 4-6 years of related work experience providing business/data analytics and optimizing end users support processes

Certifications

 

• Microsoft Power BI and Power Automate certification.
• ITIL Foundation or greater
• Data Analysis certifications
• Microsoft Power Automate certification.
• Possessing relevant IT certifications that showcase expertise in data analysis, automation tools, and IT support best practices.
• Familiarity with IT tools and technologies commonly used in end-user support domain.