Service Analytics & Performance Insights Analyst

Nexio; Gauteng; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading technology consultancy is seeking a Service Analyst to enhance service excellence through data analytics and SLA governance. The ideal candidate will utilize BI tools like Power BI to create automated reports and collaborate with various teams to improve service delivery. Candidates should have 2 to 4 years of experience in service management and a diploma in IT or related fields. Strong understanding of ITIL principles is essential for this role.

Qualifications

• 2 to 4 years of relevant experience in service management.
• Familiarity with ITIL principles and data analytics tools.
• Experience in SLA governance and customer engagement.

Responsibilities

• Design automated dashboards using BI tools.
• Monitor SLA compliance and identify breach patterns.
• Analyze datasets to uncover trends and opportunities.
• Collaborate with cross-functional teams.
• Participate in incident management and service reviews.

Skills

Data analysis

SLA monitoring

Customer engagement

ITIL principles

Business intelligence

Education

Senior Certificate (Matric)

National Diploma in Information Technology

Tools

Power BI

Excel

SharePoint

Confluence

Jira

Job description

A leading technology consultancy is seeking a Service Analyst to enhance service excellence through data analytics and SLA governance. The ideal candidate will utilize BI tools like Power BI to create automated reports and collaborate with various teams to improve service delivery. Candidates should have 2 to 4 years of experience in service management and a diploma in IT or related fields. Strong understanding of ITIL principles is essential for this role.