Sr. Analyst, Services Strategy & Excellence

Duties and Responsibilities

 

Quality, CSAT, and Project Health Analytics 

• Support and maintain ACS quality and client satisfaction reporting (e.g., CSAT, project health, client experience KPIs) with clearly defined metric definitions, refresh cadence, and ownership. 

• Partner with Client 360 team to capture and organize lessons learned and recurring themes to inform analytics enhancements and continuous improvement. 

• Partner with PMO and Practice leaders to define clear problem statements, identify issues, track remediation plans, and confirm follow-through; escalate data integrity or delivery risk concerns through the agreed governance path. 

Services Analytics, Reporting, and Operational Insights 

• Partner across Services Strategy & Excellence, Services Operations, PMO, Resource Management, and AHEAD Consulting Services (ACS) Practices to define and maintain a standard metric set and dashboards (e.g., utilization, financial performance, portfolio health). 

• Analyze operational and financial data (e.g., PSA, CSAT platforms, surveys, financial reports) to surface trends, risks, and improvement opportunities; provide root-cause analysis and recommended actions. 

• Assist in producing leadership-ready readouts (e.g., monthly highlights, monthly performance/quality insights, QBR inputs) with concise narratives and action-oriented recommendations. 

• Maintain clear documentation: metric definitions, refresh cadences, version control, and ownership; enable self-service where appropriate. 

• Translate ambiguous business questions into structured problem statements, analytical approaches, and clear decision options and recommendations for ACS leaders. 

Data Hygiene, Governance, and Systems Support 

• Assist with monitoring PSA and related system data-quality controls (e.g., required fields, stage gates, exception reporting, and recurring audits) to ensure reporting accuracy and timeliness. 

• Support testing and rollout of reporting and governance tools (configuration updates, new reports, and automation opportunities); maintain release notes and user guidance. 

• Troubleshoot data and reporting issues; coordinate with technical teams to resolve defects and root causes, including clear problem statements and validation checks. 

• Design and refine lightweight processes, checklists, and SOPs that improve data capture and data hygiene in PSA and related systems; pilot changes, gather feedback, and iterate to improve data quality, reporting reliability, and user adoption. 

• Proactively identify recurring data or process breakdowns and recommend scalable fixes (training, templates, validations, automations) rather than recurring manual workarounds. 

Cross-Functional Collaboration and Special Projects 

• Own assigned workstreams and ad-hoc analysis requests end-to-end (intake, problem framing, analysis, recommendation, and action tracking); communicate status, risks, and recommended decisions. 

• Contribute analytics and operational insights to cross-functional initiatives (e.g., AI/automation use cases, engagement governance improvements, capacity planning, presales scoping improvements), with an emphasis on scalable, repeatable solutions. 

• Perform other duties consistent with the role, as assigned. 

• Map current-state delivery and data processes to identify bottlenecks and failure points; propose pragmatic, stepwise improvements that balance control, effort, and user experience. 

Education and Experience:

Minimum Required 

• Bachelor’s degree in Business Administration, Operations, Analytics, Finance, Information Systems, or related field (or equivalent experience). 

• 5–8 years experience in professional/consulting services, services operations, PMO support, or business analytics (preferably IT services, managed services, or technology solutions). 

• Based in India with required overlap with US time zones for recurring governance meetings and collaboration. 

• Experience using operational and/or financial data (e.g., PSA, CRM, ERP, survey tools)  

• Working knowledge of engagement delivery concepts (e.g., milestones, risks/issues, utilization, margin) and their link to client outcomes. 

• Strong attention to detail and follow-through; ability to manage a recurring reporting cadence and action tracking while challenging and improving the underlying processes. 

• Advanced Excel proficiency and experience with BI/reporting tools. 

• Demonstrated ability to improve reporting efficiency through standardization and automation. 

• Demonstrated critical thinking and structured problem-solving skills (e.g., able to move from vague issues to clear problem statements, hypotheses, analysis, and recommendations). 

• Process mindset with experience mapping workflows, identifying bottlenecks or failure points, and proposing practical improvements. 

• Comfort working in ambiguity and creating structure (lightweight processes, templates, cadences) where it does not yet exist. 

 

Preferred 

• Experience in IT consulting, managed services, or technology solutions, ideally in a central analytics, operations, or PMO-support role. 

• Experience querying structured data (e.g., SQL) and applying data validation techniques (reconciliations, anomaly detection, trend break analysis). 

• Familiarity with PSA tools and engagement frameworks used for governance, data capture, and reporting; experience defining “what good looks like” and driving adoption. 

• Experience supporting quality, CSAT, or continuous improvement programs in services organizations, including action tracking and executive readouts. 

• Exposure to AI-enabled or automation tools used for reporting, analytics, or services operations.