Job Description
We are seeking a skilled Data Analyst proficient in extracting and utilizing data from various ITSM (IT Service Management) tools such as Remedy, HPSD, HPSM, Clarify, ServiceNow, CA Service Desk, as well as NMS (Network Management System) tools. The ideal candidate will leverage this data for trend analysis and reporting, contributing to the preparation of MIS reports (Daily, Weekly, Monthly), Service Management Review decks for senior management and customer stakeholders, quality reports, and proactive problem management trend reports. Additionally, the candidate will identify areas for quality control in service delivery and provide actionable recommendations for decision-making and continuous optimization.
Responsibilities:
- Extract and utilize data from ITSM and NMS tools for trend analysis and reporting.
- Prepare MIS reports, Service Management Review decks, quality reports, and proactive problem management trend reports.
- Identify areas for quality control in service delivery and provide actionable recommendations.
- Define the service reporting framework for Operations in consultation with the Operations Manager.
- Train and support service desk/level 1 operations staff in generating and publishing ongoing operational performance reports.
- Analyze and submit monthly invoicing data for billing to Operations Manager/Program Manager.
- Clearly identify any out-of-scope work performed and discuss with Operation/Program Manager for approval.
- Collaborate with stakeholders to ensure accurate and timely reporting.
Preferred Candidate Profile:
- Hands-on experience with ITSM tools (Remedy, HPSD, HPSM, Clarify, ServiceNow, CA Service Desk).
- Proficiency in Microsoft Power BI, Advanced MS Excel with Macros, VB front-end coding skills, MS Access/MS SQL Database.
- Familiarity with MS PowerPoint, MS Visio, and ITIL-v3 Foundation certification.
- Optional: Exposure to programming languages like C, C++, VC++, and familiarity with NMS tools like Manage Engine, Solar Winds, NetIQ.
Interested candidates, please share your resume along with basic information to Jyotsna.bisht@orange.com
Role: Data Analyst Industry Type: IT Services & Consulting Department: Data Science & Analytics Employment Type: Full Time, Permanent Role Category: Business Intelligence & Analytics Education:
- UG: Any Graduate
