Business Data Analyst II Job at Stefanini, Inc
Listed salary ranges may vary based on qualifications, experience, and local market.
Analyze ticket data across key stakeholder interest - such as retail applications, network operations, client development, enduser computing, and business solutions/BI teams - to drive incident reduction and continual service improvement.- Oversee lifecycle of all open tickets, communicating issues or potential issues with vendors, clients, Stefanini technicians and leadership resources, to detect and prevent SLA and/or KPI breaches.
- Monitor and evaluate new initiatives against key performance indicators and communicate results and recommendations to the Service Delivery Manager.
- Assist global teams with version control by providing analysis and feedback during release sprints and participate in JIRA project tracking process.
- Internal review of all dissatisfied surveys received, including root cause, training, and coaching as needed - in partnership with Service Desk Team Leaders - and follow up with end users.
- Reduce information delay by building, deploying, and maintaining dashboards (PowerBI) that blend historical and real-time data from ServiceNow, Ivanti, JIRA, Qlikview and Salesforce gateways.
- Tailor client-environment reports to regional leaders, such as on new employee onboarding, training knowledge gaps, and region-specific analysis.
- Partner with globally-located & managed L3/L4 teams - identify functional escalation point when required - collaborating opportunities for shift-left; increase first call resolution and user satisfaction metrics
- Function as client-environment SME for CSI component to ITIL foundation structure.
- Coordinate the broadcasting of status updates to key stakeholders and resource and leadership teams.
- May train and mentor less-experienced members of the team.
- 3-5 years of experience in a data analyst or business analyst BI role
- 3-5 years of experience in a front-end role with experience presenting to leadership
- Solid understanding of automation and dashboard visual tools, ex: Microsoft Power BI, Microsoft Power Automate
- Strong customer service experience
- Ability to work in a dynamic team environment, as well as independently, with limited supervision
- Ability to identify problem areas and feed this information to service delivery and PMO resources
- Excellent oral and written English communication skills
- Strong organizational and prioritization skills, with focus on attention to details
- ITIL foundations certificate is a plus, but not required
- May require additional project-specific training
- Attendance and schedule adherence are requirements for this position
- Bachelor"s degree required
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