MSP Data Analyst

We are looking for an MSP Data Analyst who is responsible for analyzing, interpreting, and managing data to support the operations and strategies of the Managed Service Provider (MSP). This role involves gathering data from various sources, creating insightful reports, and providing actionable recommendations to improve service delivery, optimize performance, and ensure compliance with client requirements.

Key Responsibilities:

1. Data Collection and Management:
• Gather and aggregate data from internal systems, client databases, and third-party tools.
• Ensure data accuracy, completeness, and reliability.
• Maintain and update data repositories and dashboards.
2. Reporting and Analysis:
• Create regular and ad-hoc reports for operational and strategic decision-making.
• Analyze service performance metrics (e.g., SLAs, KPIs, ticket volumes, and resolution times).
• Identify trends, anomalies, and opportunities for optimization.
3. Process Optimization:
• Provide data-driven insights to enhance efficiency and productivity across MSP operations.
• Work with teams to identify areas for automation and process improvement.
4. Stakeholder Communication:
• Present findings and recommendations to leadership, clients, and other stakeholders in a clear, concise manner.
• Collaborate with cross-functional teams (e.g., operations, IT, finance) to align data analysis efforts with business goals.
5. Compliance and Documentation:
• Ensure data handling complies with industry regulations and client requirements.
• Maintain thorough documentation of data sources, methodologies, and analysis processes.
6. Tool Utilization:
• Leverage business intelligence tools (e.g., Power BI, Tableau, Excel) for data visualization.
• Use advanced analytics platforms or scripting languages (e.g., Python, SQL) to analyze large datasets.

Qualifications:

1. Education:
• Bachelor’s degree in Data Analytics, Business, Information Systems, Computer Science, or a related field. Equivalent experience may be considered.
2. Experience:
• Proven experience in data analysis, preferably within an MSP or IT services environment.
• Familiarity with service desk systems (e.g., ServiceNow, ConnectWise, Autotask).
3. Skills:
• Strong proficiency in data visualization tools (e.g., Tableau, Power BI).
• Advanced knowledge of Excel (pivot tables, advanced formulas, macros).
• Experience with querying languages (e.g., SQL).
• Analytical mindset with excellent problem-solving skills.
• Strong communication and presentation skills.
4. Preferred:
• Experience with scripting languages (e.g., Python, R) for data analysis.
• Knowledge of ITIL frameworks and MSP business operations.

Key Competencies:

• Analytical thinking and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Collaborative mindset with strong interpersonal skills.
• Adaptability to work with evolving technologies and processes.