SLA & Reporting Analyst

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.

Desired Candidate Profile

Education: 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.

1. Minimum 5+ years of experience in SLA management, BI reporting, or data analysis.
2. Proven experience working with BI tools (Power BI, Tableau, QlikView, etc.) and SQL.
3. Strong understanding of SLA metrics and performance analysis.
4. Experience with data visualization and report automation.
5. Strong analytical and problem-solving skills.
6. Ability to work with large datasets and derive actionable insights.
7. Excellent communication skills, with the ability to explain complex data and trends to non-technical stakeholders.
8. Proficiency in Microsoft Excel and other data analysis tools.
9. Experience with SQL and data query languages is highly desirable.
10. Knowledge of scripting or programming languages (Python, R, etc.) is a plus.

Additional Skills:

1. Detail-oriented with a focus on data integrity and accuracy.
2. Ability to work independently and in a team environment.

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.

Employment Type

Full Time

Company Industry

• IT - Software Services

Department / Functional Area

• System Administration
• Network Administration
• Security (IT Software)

Keywords

• Reporting Analyst
• Business Intelligence Analyst
• Performance Analyst
• Metrics Analyst
• BI Reporting
• Data Analysis