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Service Level Analyst

3 months ago

Johannesburg, Saudi Arabia NTT Ltd. Full time

Key Roles and Responsibilities:

  • Analyse complex business problems and issues using data from internal and external sources to provide insight to decision-makers.
  • Work across multiple teams to identify and interpret trends and patterns in relevant datasets to locate influences.
  • Create forecasts, recommendations and strategic/tactical plans based on business data and market knowledge.
  • Create specifications for reports and analysis based on business needs and required or available data elements.
  • Accountable for contributing to the definition, development, enhancement and tracking of metrics service levels and dashboard requirements to deliver results and provide insight and recommendations on trends.
  • Work across multiple teams, using advanced data analysis and tools to ensure analytics are valid, meaningful, and provide actionable and comprehensive insights.
  • Support the team to help them answer strategic questions, make insightful data-driven business decisions, and properly design new initiatives.
  • Contribute technical insight, suggestions, and knowledge to others within the relevant teams.
  • Provide support to address and resolve business issues.
  • Create relevant reports and present on trends.
  • Design and maintain business intelligence reports and analytics.
  • Extract and analyze data, statistics, and information from various sources and interpret and produce the relevant reports, summaries, and briefing notes that will be used to inform business decisions.
  • Identify the relevant sources of data from which to draw information.
  • Understand and agree on the reporting specification format required from the business.
  • Work with a variety of internal stakeholders to translate needs into data reports, data insights, and extracts.
  • Optimize visual information for easier consumption and actionable metrics.
  • Maintain processes for ensuring data accuracy and current relevance and representation.
  • Identify process improvements to streamline data collection and report generation.
  • Review and edit requirements, specifications, business processes, and recommendations related to proposed solutions.
  • Ensure that the client receives the required support to implement recommendations and solutions.

Knowledge, Skills and Attributes:

  • Analytical, problem-solving, and communication skills
  • Seasoned in Excel and BI
  • Detail-oriented
  • Good ability to collaborate across multiple teams and build sound working relationships
  • Listening, communication, interpersonal, and presentation skills
  • Good understanding of current data protection and privacy laws
  • Passionate about achieving results and statistics
  • Good knowledge of statistical concepts
  • Good ability to identify trends, business opportunities, etc
  • Good awareness of critical business issues and priorities
  • Self-directed, highly organized, and able to independently coordinate multiple assignments

Academic Qualifications and Certifications:

  • Typically requires related experience with a Bachelor’s or equivalent degree; or extensive experience
  • Relevant certifications, ITIL, Powerpoint, ITSM, BI and EXCEL

Required Experience:

  • Seasoned experience working in an analytics capacity
  • Seasoned experience working with data collection tools and software
  • Seasoned experience producing Excel-based reporting