Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Lead – IT Data Analysis
Summary
An IT Data Analyst is responsible for collecting, analyzing, and interpreting data from various sources to help organizations make informed business decisions. They design, maintain, and optimize data systems and databases, transforming raw data into actionable insights.
Key Responsibilities
Analyze service performance data to identify trends and support incidents, problem, and change management by ITIL guidelines.
Develop reports and dashboards tracking SLAs, KPIs, and CSI metrics to ensure service desk eƯiciency and proactive issue resolution.
Create dashboards, charts, presentations, and reports to present analysis for
internal/external teams.
Collaborate with stakeholders across departments to identify business requirements for reporting purposes, trend analysis and support data-driven decision-making, applying ITIL data governance for confidentiality, integrity, and availability
Generate and automate regular and ad hoc reports to support business needs from diƯerent sources of data input.
Troubleshoot and resolve any data or reporting issues for MS Excel and Power BI.
Recommend and implement process improvements for data management and analytics.
Maintain data integrity via ITIL continual service improvement (CSI) practices, including regular audits for compliance and error reduction
Required Skills
Proficiency in data tools like SQL and Power BI, integrated with ITIL practices for service monitoring and reporting.
Knowledge of ITIL framework, including service strategy, design, and continual service improvement for data-driven decision-making.
Experience in root cause analysis and post-incident reviews to optimize MTTR and service availability.
Qualifications
Bachelor's degree in computer science, Information Technology, Statistics, or a related field.
Strong understanding of database design, management, and data warehousing concepts.
Excellent analytical, problem-solving, and critical-thinking skills.
Strong verbal and written communication skills to explain technical results to various stakeholders.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Top Skills
What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services.
As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.
At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.
Join us and become a champion of customer happiness
