SLA & Reporting Analyst

Position Overview:

The SLA & BI Reporting Analyst is responsible for monitoring, analyzing, and reporting on Service Level Agreements (SLA) performance, as well as generating Business Intelligence (BI) reports that provide actionable insights to support business decisions. This role involves working closely with both technical and business teams to ensure data accuracy, compliance with service levels, and the development of performance reports that improve operational efficiency.

Duties & Responsibilities

SLA Monitoring & Analysis:

• Track and monitor compliance with Service Level Agreements (SLAs) across various departments and teams.
• Analyze SLA performance data to identify trends, discrepancies, and potential areas for improvement.
• Generate regular SLA reports, including detailed insights on service delivery and performance metrics.
• Ensure that SLAs are being met consistently and work with stakeholders to address any deviations.
• Develop and maintain automated systems for SLA tracking and reporting.

Business Intelligence Reporting:

• Design, develop, and deliver BI reports and dashboards to support business operations and decision-making.
• Analyze business data to identify patterns, opportunities, and areas for improvement.
• Work with stakeholders to define reporting requirements and ensure reports meet their needs.
• Provide ongoing maintenance and updates for BI reports to ensure relevance and accuracy.
• Implement advanced data analytics tools and techniques for more accurate and insightful reporting.

Data Management & Integrity:

• Ensure data quality by regularly auditing and cleaning data sources used for reporting and analysis.
• Collaborate with data engineers or IT teams to integrate data from multiple systems into centralized BI tools (e.g., Power BI, Tableau, etc.).
• Maintain accurate and updated data models, ensuring that reports reflect the most current business status.

Collaboration and Stakeholder Management:

• Collaborate with business stakeholders (e.g., operations, customer service, IT, etc.) to gather requirements and develop custom reports.
• Present insights from SLA and BI reports to stakeholders, highlighting key findings, trends, and actionable recommendations.
• Work with management teams to align BI and SLA reports with business objectives and strategic goals.

Continuous Improvement:

• Stay up-to-date with the latest BI tools, technologies, and best practices.
• Continuously assess and improve reporting processes to increase efficiency and effectiveness.
• Develop automated reporting solutions to reduce manual efforts and improve real-time data access.

Ad-hoc Reporting & Analysis:

• Provide ad-hoc reporting and analytical support as requested by stakeholders.
• Support business projects by providing relevant data analysis and reporting.

Education & Experience

• Bachelor’s degree in Business, Information Technology, Data Analytics, or a related field. Advanced certifications in BI tools (Power BI, Tableau, etc.) or data analysis are a plus.
• Minimum 5+ years of experience in SLA management, BI reporting, or data analysis.
• Proven experience working with BI tools (Power BI, Tableau, QlikView, etc.) and SQL.
• Strong understanding of SLA metrics and performance analysis.
• Experience with data visualization and report automation.

Skills:

• Strong analytical and problem-solving skills.
• Ability to work with large datasets and derive actionable insights.
• Excellent communication skills, with the ability to explain complex data and trends to non-technical stakeholders.
• Proficiency in Microsoft Excel and other data analysis tools.
• Experience with SQL and data query languages is highly desirable.
• Knowledge of scripting or programming languages (Python, R, etc.) is a plus.

Preferred Skills:

• Experience in the service industry (e.g., IT services, customer support) and familiarity with SLAs.
• Familiarity with data warehousing concepts and practices.
• Experience with predictive analytics and machine learning algorithms for advanced BI insights.