Your primary responsibility will be to gather, analyze, and report on various service-related data to support decision-making processes within the organization. You will play a crucial role in providing insights and recommendations to improve service quality, efficiency, and customer satisfaction.
Key Responsibilities:
- Prepare and churn daily, weekly, monthly, or quarterly reports (as appropriate) stipulated by Customer’s Contract obligation; or at agreed time intervals, through the analysis of data, past trending records and Service Management Reviews
- Recommend areas of improvement that support Customer’s business requirements through gap analysis and periodic reviews; initiate Service Improvement Plan (SIP) as appropriate
- Ensure that data published is unchanged from creation to reception; by upholding to act with integrity and ensure that all data extracted and published are treated as Confidential
- Generate reports with accuracy, determine classifications by identifying trends, clarifying inconsistencies, and monitoring progress periodically
- Commitment to fulfill, ensure correct and accurate, valid data is published and timely delivery of Customer deliverables
- Perform integrity and quality analysis on data prior to publication, ensuring that business standards and customer expectations are being maintained
- Prepare and manage operational reports to improve the overall performance of the support teams; and highlight the pain points in the operational process
- Articulate and document the Service Level Agreement (SLA), and Operational Level Agreement (OLA) deliverables to achieve the outcomes expected by both AsiaPac and the Customer
- Propose reporting templates based on reporting requirements/descriptions per the Customer’s Contract schedule; ensure that access to the data sources is set up in order to produce the reports
- Work closely with the Operations and Service Delivery Teams to identify and define, value-add to existing reports, and discuss the structure, as required
- Support to deliver ad hoc reporting and analytics requirements to both customer and internal/senior management
- Contribute and support governance improvement on policies, standard ITIL processes, and procedure adoption, review and update related documentation; develop and maintain standard operational and service delivery templates, report procedural and work instructions documentation
- Support internal audits to ensure compliance with certified standards (e.g. ITIL, OSPAR)
- Take up and to lead small/medium projects or initiatives to improve the processes and toolsets
- Good understanding and familiarity with IT Operations background
Requirement / Pre-requisites:
- Proficiency in Microsoft Excel functions (Pivot tables, vLookUp, Conditional Formatting, Mixed Type Charts, Array Formulas, Macros, Microsoft Power Add-ins, etc…); familiar with using Power BI as an added advantage
- ITIL certified an added advantage
- Knowledge of Auditing Standards ISO20000, Quality Management System ISO9000 an added advantage
- High level of personal commitment, proactiveness, and sense of responsibility
- Demonstrate problem analysis and solution formulation ability
- Excellent customer service orientation and ability to communicate clearly; is meticulous and possesses good report-writing skills
Qualifications and Skills:
- Bachelor's degree in Computer Science, Statistics, Mathematics, Economics, or a related field.
- Proven experience as a Data Analyst or similar role, with a focus on service-related data analysis and reporting.
- Strong analytical and problem-solving skills with the ability to think critically and draw insights from complex datasets.
- Excellent communication and presentation skills, with the ability to convey technical information to non-technical stakeholders effectively.
- Detail-oriented with a high level of accuracy in work output.
- Ability to work independently and collaboratively in a fast-paced environment.
- Familiarity with service management concepts (e.g., ITIL) is a plus.
