Analyst - ITSM Data & Business Insights

MAIN OBJECTIVE OF ROLE: To capture IT operations requirements through digital surveys, analyzing operational and financial data, and developing insightful reports and dashboards to drive data-driven decision-making and optimize IT. KEY RESPONSIBILITIES:

• Captures reporting requirements from IT Operations Managers using digital surveys and structured interviews.
• Identifies operational pain points, gaps, and data needs to develop actionable insights.
• Designs and delivers reports, dashboards, and scorecards to support strategic decision-making.
• Defines KPIs, metrics, and data collection methodologies to monitor IT Service Management (ITSM) process effectiveness.
• Performs root cause analysis and provide actionable recommendations based on data trends.
• Conducts historical data analysis to identify operational patterns, risks, and inefficiencies.
• Builds predictive models to anticipate incidents, problems, and resource constraints from new initiatives, RFPs, and projects.
• Optimizes data structures and reporting approaches to improve availability, accuracy, and usability.
• Analyzes SLA breaches, service availability, and support capacity to recommend improvements.
• Provides insights on manpower allocation, technology lifecycle, and support efficiency.
• Develops and maintains reports from Symphony AI, using Tableau, Power BI, and other BI tools.
• Performs cost analysis of ITSM platforms, licenses, and vendor contracts (OpEx and CapEx).
• Provides cost transparency through chargeback/show back reporting and usage mapping.
• Supports budgeting, forecasting, and cost optimization across IT services and Cloud platforms.
• Evaluates IT investments and initiatives to ensure alignment with business goals, optimize resource allocation, and maximize IT value.

QUALIFICATIONS:

• Bachelor's Degree (3+ years)
• Bachelor’s degree in AI and Data Analytics, Finance or Business Analytics
• Fluent in English (other languages an advantage)
• Minimum of 3 years’ experience with a focus on data analytics, reporting, and business intelligence
• SymphonyAI, Tableau, Power BI, Excel, SQL, Oracle, MS Office, and Cloud cost optimization platforms
• Years with qualifications: 3 - 5 years
• ITIL Foundation, Data Analytics/BI certifications (Tableau, Power BI, or equivalent), FinOps for Cloud, IT Financial Management

COMPETENCIES:

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)

ISR Requirements: Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.