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BI & Reporting Analyst

6 years

0 Lacs

Noida Uttar Pradesh India

Posted:3 days ago| Platform: Linkedin logo

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Skills Required

reporting support visualization data itil reports drive design power visualize management service jira servicenow compliance metrics consistency report logic dashboard audits tracking automate accessibility excel sql certification etl crm tableau vba

Work Mode

On-site

Job Type

Full Time

Job Description

Job Summary:

BI & Reporting Analyst


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.

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