Service Level Analyst

4 days ago

Johannesburg, Saudi Arabia NTT Ltd. Full time

Key Responsibilities:

  • Analyzes complex business problems and issues using data from internal and external sources to provide insight to decision-makers.
  • Creates forecasts, recommendations and strategic/tactical plans based on business data and market knowledge.
  • Creates 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 and dashboard requirements to deliver results and provide insight and recommendations on trends.
  • Works across multiple teams, using data analysis and tools to ensure analytics are valid, meaningful, and provides actionable and comprehensive insights.
  • Analyzes data across various platforms, including social media, and present trends and patterns.
  • Designs and maintains business intelligence reports and analytics.
  • Extracts and analyzes 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.
  • Works with a variety of internal stakeholders to translate needs into data reports, data insights, and extracts.
  • Optimizes visual information for easier consumption and actionable metrics.
  • Maintains processes for ensuring data accuracy and current relevance and representation.
  • Reviews and edits requirements, specifications, business processes, and recommendations related to proposed solutions.
  • Ensures that the client receives the required support to implement recommendations and solutions.

Knowledge and Attributes:

  • Good understanding of data mining principles, predictive analytics, mapping, collecting data from multiple data systems on premises and cloud-based data sources.
  • Ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
  • Ability to identify solutions in sprawling data sets and the business mindset to convert insights into strategic opportunities.
  • Excellent analytical, problem-solving, and communication skills.
  • Excellent ability to work independently and collaborate across multiple teams and build sound working relationships.
  • Excellent understanding of current data protection and privacy laws.
  • Passionate about achieving results and statistics.
  • Technical expertise and knowledge of statistical concepts.
  • Ability to identify trends, business opportunities, etc.
  • Excellent awareness of critical business issues and priorities.
  • Good understanding of statistical analysis and reporting packages.

Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in Data Science, Business Analytics, Mathematics, Economics, Statistics, Engineering, Computer Science, Computer Engineering or another quantitative field is preferred.
  • ITSM Service Now
  • Business intelligence software BI
  • ITIL v4
  • Full Microsoft Office suite Excel, Word, PowerPoint, Outlook, TEAMS

Required Experience:

  • Seasoned experience working in an analytics capacity.
  • Seasoned experience working with data collection tools and software.
  • Seasoned experience working with Microsoft Office products
  • Seasoned experience producing Excel-based and PowerPoint reporting.

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