Data Analyst II

• Facilitate the development and refinement of the analytics strategy to support client programs, internal service delivery, and innovation initiatives.
• Design and present analytics briefings for Monthly and Quarterly Business Reviews, connecting insights to business strategy and operational performance.
• Define and monitor key performance indicators (SLAs, SLOs, XLAs), ensuring data is consistently used to evaluate and evolve service performance.
• Guide the prioritization and implementation of analytics solutions that address systemic issues, optimize processes, or support transformation efforts.
• Advise on measurement strategy for new initiatives or pilots, establishing baseline metrics and evaluating success through experience-focused KPIs.
• Deliver tailored data and insights (weekly/monthly) that focus on operational KPIs, backlog trends, service level performance, and business-impacting issues.
• Facilitate regular data-driven discussions with client-facing service managers to ensure alignment between analytics outputs and stakeholder priorities.
• Perform ticket and volume trend analysis to surface opportunities for automation, proactive support, or process refinement.
• Provide root cause analysis support and proactively identify areas where analytics can inform experience improvement or service design decisions.

• Experience mining data from various sources.
• Skills using a variety of statistical and reporting tools, including Minitab, Excel, Hadoop, R, and Business Objects.
• Good English communication skills - ability to communicate thoroughly through verbal and written mediums.
• Knowledge of ticketing tools such as CA Unicenter, ServiceNow, Remedy, Siebel, CRM etc.
• Basic knowledge on ITIL version 3 frameworks (Incident Life Cycle Management).
• Ability to observe, asks questions, listen actively, and give and accept feedback effectively.
• A high energy level, adaptability, assertiveness, patience, and ability to work in a team environment.

Stefanini