Data Analyst

Job Description

Job Title: Data Analyst
Dept.: Infrastructure Shared Services
Reports To: IT Service Management Manager
Status: Regular-Full Time
Location: Alabang, Philippines

PRIMARY RESPONSIBILITIES:
ITSM Platform administration:
- Administration, support, and optimization of the ITSM tools: ticketing system, configuration management databases (CMDB).

Processes management:
- Implementation and optimization of Support processes, such as Incident, Requests and Changes, in coordination with the relevant teams and services, in compliance with the internal policies and security rules.
- Manage IT services within the organization
- Responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support.
- Develops, edits and maintains IT performance measures and reports
- Researches, develops, and recommends measures to assess business problems and practices
- Communicates with stakeholders to ensure participation in the development of internal measures and performance reports
- Improving core Service Management policies, processes and procedures including but not limited Incident Management, Request Management, Problem Management, Change Management, Release Management, Knowledge Management, Configuration Management and Service Continuity.
- Planning and implementing IT Service Management processes, software and tools to optimize IT service
delivery and reduce costs. Conducting IT service quality assurance, monitoring and analyzing performance issues.
- Responsible for providing valuable insight into how a service is performing
- Maintain records and track key metrics to identify areas for improvement and prevent or minimize problems before they impact customers
- Make recommendations to management through presentations or written reports.
- Responsible in maintaining configuration items

QUALIFICATIONS:
- Knowledgeable in using and managing ticketing tool
- Knowledgeable in using CMDB tool
- Critical to have a previous experience in using and configuring ticket management solution
- Knowledgeable of current ITIL practices
- Expert in data visualization, data cleaning, data preparation and data analysis
- Proficient in reports generation and interpretation
- Competent in dashboard creation.
- With good problem solving and analysis skills
- With Strong oral and written communication skills
- Ongoing ability and desire to learn new technologies
- Has the ability to work independently as part of an Agile team
- Proficient in statistics and dataset analytics (using power BI, SAS, Excel)
- With good Service Strategy

Preferred Education & Experience:
- Bachelors Degree in IT, Computer Science, Engineering, or or related field
- Minimum of 3 to 5 years experience in data analysis, reports creation, problem analysis
- Agile Methodologies Certification (e.g. CSM)
- ITIL Certified
- Knowledge in documentation
- Advanced skill in MS Office
- Knowledge on creating reports in Power BI

Preferred but not Required:
- Expert in Power BI reports
- Six Sigma Certified
- Basic SQL knowledge
- PMP Certified

Work in Philippines

Employment Options

Professional Experience

Skills

• CMDB Tool
• ITIL
• Power BI
• SAS
• Microsoft Excel
• Agile Methodology