Senior BI Analyst – IT Service Management

iQor; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

iQor is seeking a Senior Data Analyst – End User Transformation Services to turn operational data into actionable insights that improve the Digital Employee Experience and optimize End User Services performance across ITSM, EUC, and DX teams.

You will design scalable BI solutions, build KPI reporting, and deliver executive dashboards using Power BI, SQL, and data modeling, leveraging Nexthink and ControlUp to monitor endpoint health and user experience.

Qualifications

• 5–8+ years in data analytics, BI, or reporting within ITSM/EUC/DXE environments.
• Advanced Power BI expertise including DAX, Power Query, data modeling and security.
• Strong SQL skills with enterprise data platforms.
• Experience with automation scripting (PowerShell, Python).
• Hands-on with Nexthink and ControlUp for endpoint analytics.
• Proven ability to build SLA/KPI dashboards and executive reporting.
• Knowledge of ITIL processes and service metrics (MTTR, CSAT, backlog).

Responsibilities

• Develop and maintain advanced Power BI dashboards and semantic models.
• Create DEX analytics solutions to monitor digital workplace health and user experience.
• Build reporting frameworks for SLAs, KPIs, MTTR, and CSAT.
• Integrate data from ServiceNow, Jira, Microsoft 365, Intune, and SCCM/MECM using SQL, APIs, PowerShell and Python.
• Identify trends and provide actionable recommendations to IT operations and automation.
• Create executive dashboards for QBRs/MBRs and leadership decisions.
• Establish data governance, standards, and quality controls.
• Collaborate with IT leaders, Service Desk, EUC, Collaboration, Vendor Management, PMO, InfoSec.

Skills

Power BI

SQL

Data modeling

Scripting (PowerShell/Python)

APIs integration

DX analytics platforms

Stakeholder management

ITIL knowledge

Tools

Nexthink

ControlUp

ServiceNow

Jira

Microsoft 365

Intune

SCCM/MECM

Azure Log Analytics

Python

Job description

The Senior Data Analyst – End User Transformation Services (EUTS) is responsible for transforming operational data into actionable business insights that improve the Digital Employee Experience (DEX) and optimize End User Services performance. This role combines advanced Business Intelligence, data analytics, automation, and storytelling to deliver dashboards, reporting solutions, and analytics capabilities that support Service Desk, Deskside Support, EUC Engineering, Collaboration, and Device Management teams.

The ideal candidate has strong expertise in Power BI, SQL, data modeling, scripting, and enterprise reporting, with hands‑on experience leveraging DEX platforms such as Nexthink and ControlUp to analyze endpoint health, user experience trends, application performance, and proactive support opportunities.

This role will design and maintain scalable BI solutions, establish KPI/SLA reporting frameworks, automate data processes, and provide executive‑level insights that drive continuous improvement, operational efficiency, and enhanced employee technology experiences.

Key Responsibilities

• Develop and maintain advanced Power BI dashboards, reports, and semantic models using DAX, Power Query/M, data modeling, and row‑level security.
• Create DEX analytics solutions using Nexthink, ControlUp, and similar endpoint experience platforms to monitor digital workplace health, device performance, application experience, and user sentiment.
• Build operational reporting frameworks for SLAs, OLAs, KPIs, MTTR, backlog trends, CSAT, first‑contact resolution, and overall IT service performance.
• Integrate and transform data from platforms such as ServiceNow, Jira, Microsoft 365, Intune, SCCM/MECM, Azure Log Analytics, Nexthink, and ControlUp using SQL, APIs, PowerShell, and Python.
• Identify trends and provide actionable recommendations to improve IT support operations, automation opportunities, knowledge management, and employee experience.
• Create executive dashboards and reporting packages for QBRs, MBRs, vendor reviews, and leadership decision‑making.
• Establish data governance practices, reporting standards, documentation, and quality controls to ensure accuracy and consistency.
• Partner with IT leaders, Service Desk, EUC, Collaboration, Vendor Management, PMO, and InfoSec teams to align analytics initiatives with business objectives.

Required Qualifications

• 5–8+ years of experience in Data Analytics, Business Intelligence, or Reporting, preferably within IT Service Management, End User Computing (EUC), or Digital Employee Experience environments.
• Advanced Power BI expertise including DAX, Power Query/M, data modeling, Power BI Service, Apps, deployment pipelines, and security implementation.
• Strong SQL skills with experience working with enterprise data platforms.
• Experience with PowerShell and/or Python scripting for automation and data processing.
• Experience integrating data through REST APIs and Microsoft Graph APIs.
• Hands‑on experience with DEX analytics platforms such as Nexthink and ControlUp.
• Proven experience creating SLA/KPI dashboards and analytics solutions that improve IT operations.
• Strong understanding of ITIL processes and service management metrics including incident trends, MTTR, backlog aging, ticket deflection, and CSAT.
• Excellent analytical, communication, and stakeholder management skills with the ability to present insights to both technical teams and executive leadership.
• Preferred Qualifications
• ITIL Foundation Certification
• Experience with ServiceNow reporting and Power Platform automation
• Knowledge of Azure Log Analytics, KQL, Microsoft Defender, Microsoft 365 analytics, and endpoint telemetry
• Experience supporting vendor governance, SLA compliance reporting, QBR/MBR cycles, and service improvement initiatives
• Experience using Nexthink and ControlUp for proactive monitoring, digital workplace optimization, and employee experience improvement