BI & Reporting Analyst

Job Summary:

We are looking for a skilled and analytical BI & Reporting Analyst to support our Customer Support and team through advanced reporting, visualization, and data insights. This role is critical in translating ITIL-aligned support data into actionable dashboards and reports to drive performance, SLA adherence, and continuous improvement.

Key Responsibilities:

• Design, build, and maintain interactive dashboards in Power BI that visualize KPIs across Incident, Problem, Change, and Request Management processes.
• Collaborate with ITSM and Customer Support teams to identify reporting needs aligned with ITIL practices and service goals.
• Translate raw data from ITSM tools (e.g., Jira Service Management, ServiceNow, BMC Remedy, ) into clean, structured datasets suitable for reporting.
• Provide insights into support performance, SLA compliance, ticket volumes, resolution times, backlog trends, and user satisfaction metrics.
• Develop data models, queries, and metrics that support operational and strategic decision-making.
• Ensure accuracy, consistency, and availability of real-time and historical data for dashboards and reports.
• Document and maintain data definitions, report logic, and dashboard usage guidelines.
• Support audits, compliance tracking, and executive reporting with on-demand and scheduled data visualizations.
• Continuously identify opportunities to automate reporting and improve data accessibility and storytelling.

Required Qualifications:

• 6+ years of hands-on experience designing Power BI dashboards and reports, preferably in an IT or customer support-focused organization.
• Strong knowledge of ITIL frameworks and ITSM processes (especially Incident, Problem, and Change Management).
• Experience working with ITSM platforms such as Jira Service Management, ServiceNow, or BMC .
• Understanding of support operations, service metrics (SLAs, KPIs), and reporting requirements in customer support or service desk environments.
• Strong analytical thinking and attention to detail.
• Familiarity with Excel, SQL, and other data tools.

Preferred Qualifications:

• ITIL Foundation Certification (v3 or v4).
• Experience with automated data pipelines or ETL tools.
• Experience integrating data from multiple systems (CRM, ITSM, HR systems, etc.).
• Familiarity with tools like Tableau or Excel VBA as secondary platforms.