Business Data Analyst II

What will you do?

Analyzes complex business problems and issues using data from internal and external sources to provide insight to decision-makers. Identifies and interprets trends and patterns in datasets to locate influences. Create recommendations and strategic/tactical plans based on business data and industry knowledge. Create specifications for visualizations and analysis based on business needs and required or available data elements. May provide consultation to users and lead cross-functional teams to address business issues. May directly produce datasets and reports for analysis using system reporting tools. Requires knowledge and experience in own discipline. Analyzes possible solutions using standard procedures. Receive a moderate level of guidance and direction. Build collaborative working relationships internally and externally. Attendance and schedule adherence are requirements of this position. 

• Serve as a strategic analytics consultant to stakeholders, translating business challenges into data-driven opportunities.
• Collaborate with ServiceDesk SME team for context, insight, and environmental awareness to better illustrate analytics.
• Deliver tailored insights (weekly/monthly) that focus on operational KPIs, backlog trends, service level performance, and business-impacting issues.
• Facilitate regular data-driven discussions with 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.
• Manage and evolve analytics specific to stakeholder needs, ensuring consistent delivery of high-quality, timely, and relevant analytics.
• Leverage AI and machine learning techniques to identify trends, detect anomalies, and generate insights for stakeholders.

What do you need to succeed?

Bachelor's degree or equivalent work experience preferred. Typically requires a minimum of 2 years of related experience.

• Experience mining data from various sources

• Skills using a variety of statistical and business intelligence tools, including Minitab, Excel, R, SQL, Business Objects, Power BI, Tableau, Qlik Sense, Python, and SAS Business Intelligence

• 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

• Familiarity of computers and infrastructure level technical terms

• Ability to work autonomously

• Flexibility in assigned working hours

• Time management and follow-up skills with ability to plan, organize, and prioritize a large workload, and handle several tasks simultaneously

• An understanding and observance of strict confidentiality policies and standards

• Attendance and schedule adherence are requirements of this position

• Knows and applies fundamental concepts, practices and procedures of particular field of specialization

• May develop advanced skills using tools and equipment appropriate for the position or specialization

• Using established procedures and working under immediate supervision, performs assigned tasks

• Work is routine and instructions are usually detailed