Business Data Analyst II (Remote)

Details:Job DescriptionFacilitate the development and refinement of the analytics strategy to support client programs, internal service delivery, and innovation initiatives.Design and present analytics briefings for Monthly and Quarterly Business Reviews, connecting insights to business strategy and operational performance.Define and monitor key performance indicators (SLAs, SLOs, XLAs), ensuring data is consistently used to evaluate and evolve service performance.Guide the prioritization and implementation of analytics solutions that address systemic issues, optimize processes, or support transformation efforts.Advise on measurement strategy for new initiatives or pilots, establishing baseline metrics and evaluating success through experience-focused KPIs.Deliver tailored data and insights (weekly/monthly) that focus on operational KPIs, backlog trends, service level performance, and business-impacting issues.Facilitate regular data-driven discussions with client-facing service managers to ensure alignment between analytics outputs and stakeholder priorities.Perform ticket and volume trend analysis to surface opportunities for automation, proactive support, or process refinement.Provide root cause analysis support and proactively identify areas where analytics can inform experience improvement or service design decisions.Job RequirementsDetails:Experience mining data from various sources.Skills using a variety of statistical and reporting tools, including Minitab, Excel, Hadoop, R, and Business Objects.Good English communication skills - ability to communicate thoroughly through verbal and written mediums.Knowledge of ticketing tools such as CA Unicenter, ServiceNow, Remedy, Siebel, CRM etc.Basic knowledge on ITIL version 3 frameworks (Incident Life Cycle Management).Ability to observe, asks questions, listen actively, and give and accept feedback effectively.A high energy level, adaptability, assertiveness, patience, and ability to work in a team environment.,