Data and Reporting Analyst

Apex Systems; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

An innovative firm is seeking a Data Analyst to enhance the IT Help Desk Operations team. This role focuses on developing and maintaining critical datasets, creating insightful reports, and leveraging data for performance improvement. The ideal candidate will have a strong background in data analysis, proficiency in tools like Power BI and SQL, and excellent communication skills. Join a dynamic team where your contributions will drive meaningful change and support the organization’s goals. If you're passionate about data and eager to make an impact, this opportunity is perfect for you.

Qualifications

• 2-4 years experience in data analysis and reporting.
• Proficiency in SQL, Power BI, and ETL processes.

Responsibilities

• Create dashboards and visualizations for performance tracking.
• Collaborate to modernize help desk operations using AI.

Skills

Power BI

SQL

ETL processes

Data visualization

Analytical skills

Collaboration

Critical thinking

Education

Post-secondary degree

Tools

Power Platform

Microsoft 365

Python

Job description

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Description Summary: The Data Analyst is accountable for development and maintenance of key foundational datasets to enable timely, relevant, and comprehensive reporting and analysis in support of Bank's IT Help Desk Operations team. The analyst will develop and maintain standard reports, as well as analyze and identify key trends for the Help Desk team. The role is also responsible for performing data extraction, aggregation, transformation, management, and quality reviews of data from multiple data sources for use in reporting and analytics.

Responsibilities include:

• Create dashboards and context-relevant visualizations for senior leadership to provide transparent performance-tracking of help desk teams
• Build effective leading/lagging KPIs that enable improvement of help desk operations and costs
• Leverage multiple data sources to create centralized repository of help desk data, ensuring single source of truth and rapid data access to larger organization
• Formulate techniques for effective data collection, data management, and data reliability, to ensure accuracy and legitimacy
• Collaborate with internal and external experts to design and enable AI and cloud-based capabilities that seek to modernize help desk operations

Required Skills

• 2 - 4 years of relevant experience and post-secondary degree in related field of study, or an equivalent combination of education and experience
• Technical proficiency gained through education and/or business experience
• Proficiency in Power BI, Power Platform, and Microsoft 365 products
• Proficiency in SQL and ETL processes
• Strong verbal, written, and data visualization communication skills
• Strong collaboration and teamwork skills
• Strong analytical and critical thinking skills

Nice-to-Have

• Familiar with IT help desk or contact center industry practices
• Familiar with IT service management and service delivery principles
• Adept in Python and relevant libraries for data analysis
• Understanding of advances in AI, particularly in NLP, transformers and attention mechanisms, and related AI models/products
• Understanding of data quality and data governance practices
• Education: Post secondary degree

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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