Data Analyst  

Job Responsibilities:

• Perform proactive problem management data analysis and trending
• Carry out detailed root cause analysis of identified patterns in incidents
• Identify problem management candidates where the cause of repetitive incidents is still unknown and a workaround is not yet identified
• Identify opportunities for shift left, either to attain a first tier resolution (FTR) or to an alternative lower level of support
• Attend regularly-scheduled ForS meetings with the client to share a technically-detailed view of identified opportunities for a FIX or SHIFT
• Assist regional program manager in developing solutions and releasing them to production
• Provide early life support (hypercare) for shifted incident categories
• Assess and adjust category tree in IT ticketing system:
  • Evaluation of classification as a prerequisite for further proactive problem management
  • Recommend adjustments and granularity for both pre-resolution and post-resolution categories
  • Assist in the assessment of proposed introduction and retirement of ticket categories

Additional Notes

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Job Requirements:

• Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, in any field.
• Understanding of technician documentation requirements
• Ability to work in a dynamic team environment, as well as independently, with limited supervision
• Ability to identify problem candidates and shift-left opportunities, and feed this information to service delivery and PMO resources
• Experience and understanding of data interpretation and analysis
• Excellent oral and written English communication skills
• Solid understanding of Microsoft Outlook, Excel and Word 2010
• Strong organizational and prioritization skills, with focus on attention to details
• Experience with reporting required
• Familiarity with using CA Service Desk Manager tool
• Excellent attendance and schedule adherence are requirements of this position
• Minimum of nine (9) months experience with a service desk and/or desk side environment
• ITIL foundations certificate is a plus, but not required
• May require additional project-specific training
• Proficiency in all MS Office products
• Travel may be required
• Attendance and schedule adherence are requirements of this position
• Six Sigma – Green Belt and Lean practices certification – Preferred
• Ability to handle multiple and changing priorities
• Excellent written and verbal communication skills