BI & Reporting Analyst

You are a skilled and analytical BI & Reporting Analyst who will be responsible for supporting the Customer Support team by providing advanced reporting, visualization, and data insights. Your role is crucial in transforming ITIL-aligned support data into actionable dashboards and reports to enhance performance, SLA adherence, and continuous improvement. You will design, build, and maintain interactive dashboards using Power BI to visualize KPIs related to Incident, Problem, Change, and Request Management processes. Collaboration with ITSM and Customer Support teams is essential to identify reporting needs that align with ITIL practices and service objectives. Your expertise will be utilized to convert raw data from ITSM tools into structured datasets suitable for reporting purposes. Your responsibilities will also include offering insights into support performance, SLA compliance, ticket volumes, resolution times, backlog trends, and user satisfaction metrics. Developing data models, queries, and metrics to facilitate operational and strategic decision-making is a key aspect of this role. Ensuring the accuracy, consistency, and availability of real-time and historical data for dashboards and reports is paramount. Documentation and maintenance of data definitions, report logic, and dashboard usage guidelines are important tasks that you will be responsible for. Additionally, you will provide support for audits, compliance tracking, and executive reporting by creating on-demand and scheduled data visualizations. Continuously seeking opportunities to automate reporting processes and enhance data accessibility and storytelling will be part of your ongoing responsibilities. To be successful in this role, you should have 6+ years of hands-on experience designing Power BI dashboards and reports, preferably within an IT or customer support-focused environment. Strong knowledge of ITIL frameworks and ITSM processes, particularly Incident, Problem, and Change Management, is required. Experience with ITSM platforms like Jira Service Management, ServiceNow, or BMC is essential. An understanding of support operations, service metrics, and reporting requirements in customer support or service desk environments is necessary. Your strong analytical thinking, attention to detail, and proficiency in tools such as Excel, SQL, and other data tools will be assets in this role. Possessing an ITIL Foundation Certification (v3 or v4) and experience with automated data pipelines or ETL tools are preferred qualifications. Experience in integrating data from multiple systems and familiarity with tools like Tableau or Excel VBA as secondary platforms would also be beneficial.,