Job Title

Job Summary: We are looking for a skilled and analytical BI & Reporting Analyst to support our Customer Support and team through advanced reporting, visualization, and data insights. This role is critical in translating ITIL-aligned support data into actionable dashboards and reports to drive performance, SLA adherence, and continuous improvement. Key Responsibilities: Design, build, and maintain interactive dashboards in Power BI that visualize KPIs across Incident, Problem, Change, and Request Management processes. Collaborate with ITSM and Customer Support teams to identify reporting needs aligned with ITIL practices and service goals. Translate raw data from ITSM tools (e.g., Jira Service Management, ServiceNow, BMC Remedy, ) into clean, structured datasets suitable for reporting. Provide insights into support performance, SLA compliance, ticket volumes, resolution times, backlog trends, and user satisfaction metrics. Develop data models, queries, and metrics that support operational and strategic decision-making. Ensure accuracy, consistency, and availability of real-time and historical data for dashboards and reports. Document and maintain data definitions, report logic, and dashboard usage guidelines. Support audits, compliance tracking, and executive reporting with on-demand and scheduled data visualizations. Continuously identify opportunities to automate reporting and improve data accessibility and storytelling. Required Qualifications: 6+ years of hands-on experience designing Power BI dashboards and reports, preferably in an IT or customer support-focused organization. Strong knowledge of ITIL frameworks and ITSM processes (especially Incident, Problem, and Change Management). Experience working with ITSM platforms such as Jira Service Management, ServiceNow, or BMC . Understanding of support operations, service metrics (SLAs, KPIs), and reporting requirements in customer support or service desk environments. Strong analytical thinking and attention to detail. Familiarity with Excel, SQL, and other data tools. Preferred Qualifications: ITIL Foundation Certification (v3 or v4). Experience with automated data pipelines or ETL tools. Experience integrating data from multiple systems (CRM, ITSM, HR systems, etc.). Familiarity with tools like Tableau or Excel VBA as secondary platforms.