Business Analyst, Service Desk Reporting & Analytics

About the role

This role transforms ServiceNow and contact center data into accurate, automated Power BI reporting that supports customer service reviews, SLA governance, and internal operational and financial decision-making.

What you'll do

• Report SLA attainment by priority for response and resolution, including tickets opened and closed, backlog, mean time to resolve, reopened rates, escalations
• Report customer experience results, including CSAT, NPS, survey response rates, and voice-of-customer themes
• Report contact center performance metrics, including average speed of answer, average handle time, abandonment rate, first contact resolution
• Configure customer-specific views that reflect SLA targets, priority matrices, and scope defined in each customer’s statement of work
• Incorporate customer outages, changes, and environmental factors into SLA commentary to ensure performance results are explained accurately

What you need

• 5–9 yrs of experience
• Reporting
• Analytics
• Power BI
• SQL
• Dashboarding
• Excel
• B.Tech or B.E. or B.Sc or BCA

Good to have

• Python
• R
• ITIL
• Data modelling
• Power Query
• DAX