Data Analyst II

Data Analyst II
US - MI - Southfield

Job Description and Responsibilities

  • Oversee the creation and delivery of business analytics and reports across one or more customers to provide high value analysis on customer service and operational performance metrics
  • Monitor and track performance drivers against goals and determining drivers for performance
  • Conduct root cause analysis and develop improvement plans and methodologies for continuous service improvement
  • Assist with sales teams to analyze provided data to perform consultative analysis on areas of performance and potential automation / improvement areas
  • Ensure the processes to develop accurate, detailed, and timely analytics are in place
  • Interpret data to extract critical indicators of performance that may lead to further analysis or hypothesis testing
  • Lead and chair internal and external meetings reviewing the reports, tracking feedback, and managing followup action items to completion
  • Develop strategies for targeted deep dive analytics on uncovered trends and results using Lean and Six Sigma concepts
  • Leverage ITSM knowledge and match that with appropriate data analysis strategies
  • Development of strategies to implement dashboards for executive review, customer review, and internal usage. 
  • Able to work with virtual global team as support teams are distributed globally and across multiple time zones

Skills, Licenses, Knowledge, Education and Training Requirements:

  • Bachelor's degree preferred but could be a combination of other degrees, IT certifications, IT related courses, and experience
  • 3-5 years of experience developing reports, analyzing reports, and presenting reports to various stakeholders
  • Lean and/or Six Sigma fundamentals
  • Experience mining data from various sources
  • Skills using a variety of statistical/reporting/dashboarding tools such as:
  • PowerBI
  • Tableau
  • Excel
  • Business Objects
  • Crystal Reports
  • Good English communication skills - ability to communicate thoroughly through verbal and written mediums, including good skills to communicate with global team members located in various countries
  • Previous team management skills are preferred
  • Knowledge of ticketing tools such as ServiceNow, Remedy, CA, CRM etc.
  • Ability to observe, asks questions, listen actively, and give and accept feedback effectively
  • A high energy level, adaptability, assertiveness, patience, and ability to work in a team environment
  • Familiarity of computers and infrastructure level technical terms
  • Ability to work autonomously
  • Flexibility in assigned working hours
  • Time management and follow-up skills with ability to plan, organize, and prioritize a large workload, and handle several tasks simultaneously
  • An understanding and observance of strict confidentiality policies and standards

Level of Knowledge, Skills, and Authority

  • Apply advanced concepts, practices and procedures of particular field of specialization
  • May adapt procedures, processes, tools, equipment and techniques to meet the more complex requirements of the position
  • Under minimal supervision, performs work that is varied and that may be somewhat difficult in nature
  • Resolve most questions and problems, and refers only the most complex issues to higher levels.

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