Business Data Analyst II

2 weeks ago

Pasay, Philippines Stefanini North America and APAC Full time

Overview Talent Acquisition Lead at Stefanini North America and APAC. This role focuses on guiding analytics strategy to support client programs, internal service delivery, and innovation initiatives, with emphasis on data-driven decision making and performance measurement. Responsibilities Facilitate 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. Qualifications 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, ask questions, listen actively, and give and accept feedback effectively. A high energy level, adaptability, assertiveness, patience, and ability to work in a team environment. Seniority level Entry level Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr

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