SLA Reporting Analyst (Excel & Power BI)
- CGI
- 5 - 10 years
- Bengaluru
- 6 days ago
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Job Description
- Qualification : Bachelors or Masters degree in Computer Science, Engineering, or a related field.
Role Overview
- We are looking for an experienced SLA Reporting Analyst (510 years) to lead service performance reporting, drive data-driven insights, and enhance reporting maturity. This role requires strong expertise in Excel, Power BI, and SLA/KPI management, along with the ability to work closely with leadership and service delivery teams.
Key Responsibilities
- SLA Governance & Reporting Ownership
- Own end-to-end SLA/KPI reporting framework across services.
- Define, track, and improve SLA metrics aligned with business objectives.
- Proactively identify SLA risks, breaches, and improvement areas.
- Ensure compliance with contractual SLAs and reporting standards.
- Advanced Data Analysis & Insights
- Perform deep-dive analysis on SLA breaches, recurring incidents, and service trends.
- Correlate data across Incident, Problem, Change, and Request modules.
- Provide predictive insights and recommendations to improve service performance.
- Support leadership with data storytelling and executive summaries.
- Power BI Dashboard Development
- Design and maintain enterprise-level dashboards using Power BI.
- Develop complex DAX measures, data models, and drill-down capabilities.
- Integrate multiple data sources (ITSM tools, Excel, databases).
- Drive dashboard adoption and usability across stakeholders.
- Excel-Based Reporting & Automation
- Build and maintain advanced Excel models:
- Power Query, Power Pivot
- VBA/macros for automation
- Reduce manual effort through report automation and standardization.
- Stakeholder Management
- Engage with Service Managers, Delivery Leads, and Clients.
- Present insights in governance forums (weekly/monthly reviews).
- Translate technical data into business-impact narratives.
- Continuous Improvement & Process Optimization
- Drive Continuous Service Improvement (CSI) initiatives.
- Standardize reporting templates and KPIs across accounts.
- Identify opportunities for automation, AI-driven insights, or tool enhancements.
Required Skills & Experience
Technical Skills
- Advanced Microsoft Excel (Power Query, Power Pivot, VBA preferred)
Strong Power BI expertise :
- Data modeling and transformations
- Advanced DAX
- Dashboard optimization
- Experience with ITSM tools (e.g., ServiceNow, Remedy, Jira)
- Basic knowledge of SQL or data extraction techniques
- Analytical & Functional Skills
- Strong analytical thinking and problem-solving ability
- Experience handling large and complex datasets
- Ability to identify trends, anomalies, and actionable insights
- Domain Knowledge
- Strong understanding of ITIL processes:
- Incident, Problem, Change, Service Level Management
- Experience in SLA management and reporting governance
Qualifications
- Bachelor's degree in IT, Business, Analytics, or related field
- 5-10 years of experience in SLA reporting / MIS / Service Management analytics
Preferred Qualifications
- ITIL Foundation / Intermediate
- Experience in client-facing roles
- Exposure to automation tools or scripting (Python, R optional)
- Knowledge of data warehousing concepts
Key Competencies
- Strong stakeholder and client management
- Excellent communication & storytelling with data
- Ownership mindset and accountability
- Ability to work in high-pressure, deadline-driven environments
Skills :
- Macro
- ServiceNow
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Data Science & AnalyticsRole Category: Business Intelligence & AnalyticsRole: Analytics ConsultantEmployement Type: Full timeContact Details:
Company: CGILocation(s): Bengaluru+ View Contact
Keyskills: Power BI SLA Reporting Excel storytelling python data analysis reporting analyst ai sla power bi data warehousing sql analytics r automation vba data modeling storytelling with data service delivery stakeholder management recruitment compliance jira
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