Data Analyst - Makati, Pilipinas - Cafisglobal Inc

Cafisglobal Inc Makati, Pilipinas

Natagpuan sa: Foundit PH A2 - 4 araw ang nakalipas

Paglalarawan

PRIMARY RESPONSIBILITIES:

ITSM Platform administration: Administration, support, and optimization of the ITSM tools: ticketing system, configuration management databases (CMDB).
Processes management: Implementation and optimization of Support processes, such as Incident,
Requests and Changes, in coordination with the relevant teams and services, in compliance with theinternal policies and security rules.
Manage IT services within the organization
Responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support.
Develops, edits and maintains IT performance measures and reports
Researches, develops, and recommends measures to assess business problems and practices
Communicates with stakeholders to ensure participation in the development of internal measures and performance reports
Improving core Service Management policies, processes and procedures including but not limited to:
Incident Management, Request Management, Problem Management, Change Management, Release
Management, Knowledge Management, Configuration Management and Service Continuity.
Planning and implementing IT Service Management processes, software and tools to optimize IT servicedelivery and reduce costs. Conducting IT service quality assurance, monitoring and analyzingperformance issues.
Responsible for providing valuable insight into how a service is performing
Maintain records and track key metrics to identify areas for improvement and prevent or minimizeproblems before they impact customers
Make recommendations to management through presentations or written reports.
Responsible in maintaining configuration items

QUALIFICATIONS:

Knowledgeable in using and managing ticketing tool
Knowledgeable in using CMDB tool
Critical to have a previous experience in using and configuring ticket management solution
Knowledgeable of current ITIL practices
Expert in data visualization, data cleaning, data preparation and data analysis
Proficient in reports generation and interpretation
Competent in dashboard creation.
With good problem solving and analysis skills
With Strong oral and written communication skills
Ongoing ability and desire to learn new technologies
Has the ability to work independently as part of an Agile team
Proficient in statistics and dataset analytics (using power BI, SAS, Excel)
With good Service Strategy

Preferred Education & Experience:

Bachelor's Degree in IT, Computer Science, Engineering, or or related field
Minimum of 3 to 5 years' experience in data analysis, reports creation, problem analysis
Agile Methodologies Certification (e.g. CSM)
ITIL Certified
Knowledge in documentation
Advanced skill in MS Office
Knowledge on creating reports in Power BI

Willing to work 3x onsite in ALABANG. ASAP candidates will be prioritize.

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