Business Intelligence Analyst

SourcingXPress

Dadri

On-site

INR 1,800,000 - 3,000,000

Full time

14 days+

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Job summary

A leading financial services company in India is looking for a skilled BI & Reporting Analyst to create dashboards and report on performance metrics. The ideal candidate will have over 5 years of experience in designing Power BI dashboards, a solid understanding of ITIL frameworks, and expertise with data tools like SQL. Join us to innovate and contribute to our customer support excellence in a full-time position.

Qualifications

5+ years of experience designing Power BI dashboards preferably in IT.
Strong knowledge of ITIL frameworks and ITSM processes.
Experience with ITSM platforms such as Jira or ServiceNow.

Responsibilities

Design, build, and maintain interactive Power BI dashboards.
Collaborate with teams to identify reporting needs.
Provide insights into support performance and SLA compliance.

Skills

Power BI dashboard design

Knowledge of ITIL frameworks

Analytical thinking

Attention to detail

Familiarity with SQL

Tools

Jira Service Management

ServiceNow

Excel

BMC

Job description

Overview

This range is provided by SourcingXPress. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Company: Ingenico

Website: Visit Website

Business Type: Enterprise

Company Type: Product & Service

Business Model: B2B

Funding Stage: Series C

Industry: Financial Services

Salary Range: ₹ 18-30 Lacs PA

Job Description: Customer Support – BI & Reporting Analyst

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

5+ 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.

Our Culture & Values

At Ingenico, we thrive on innovation, collaboration, and delivering customer value. Our values—Trust, Innovation, and Care—define how we work and grow together. We challenge the status quo, push boundaries, and deliver results as a team.

Diversity & Inclusion

Ingenico is proud to be an equal opportunity employer. We are committed to fostering an inclusive environment where every employee feels respected and empowered.

Ready to Make an Impact?

Join us and help shape the future of payments across Asia. Apply now.

Learn More About Ingenico

Ingenico Global Website: https://www.ingenico.com
Ingenico LinkedIn: https://www.linkedin.com/company/ingenico/

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