Data Analyst II

18 hours ago

Pasay, National Capital Region, Philippines Stefanini North America and APAC Full time $60,000 - $80,000 per year

Details:
Job Description

  • 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.

Job Requirements

Details:

  • 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.

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