Your primary responsibility will be to gather, analyze, and report on various service-related data to support decision-making processes within the organization. You will play a crucial role in providing insights and recommendations to improve service quality, efficiency, and customer satisfaction.

Key Responsibilities:

Prepare and churn daily, weekly, monthly, or quarterly reports (as appropriate) stipulated by Customer’s Contract obligation; or at agreed time intervals, through the analysis of data, past trending records and Service Management Reviews
Recommend areas of improvement that support Customer’s business requirements through gap analysis and periodic reviews; initiate Service Improvement Plan (SIP) as appropriate
Ensure that data published is unchanged from creation to reception; by upholding to act with integrity and ensure that all data extracted and published are treated as Confidential
Generate reports with accuracy, determine classifications by identifying trends, clarifying inconsistencies, and monitoring progress periodically
Commitment to fulfill, ensure correct and accurate, valid data is published and timely delivery of Customer deliverables
Perform integrity and quality analysis on data prior to publication, ensuring that business standards and customer expectations are being maintained
Prepare and manage operational reports to improve the overall performance of the support teams; and highlight the pain points in the operational process
Articulate and document the Service Level Agreement (SLA), and Operational Level Agreement (OLA) deliverables to achieve the outcomes expected by both AsiaPac and the Customer
Propose reporting templates based on reporting requirements/descriptions per the Customer’s Contract schedule; ensure that access to the data sources is set up in order to produce the reports
Work closely with the Operations and Service Delivery Teams to identify and define, value-add to existing reports, and discuss the structure, as required
Support to deliver ad hoc reporting and analytics requirements to both customer and internal/senior management
Contribute and support governance improvement on policies, standard ITIL processes, and procedure adoption, review and update related documentation; develop and maintain standard operational and service delivery templates, report procedural and work instructions documentation
Support internal audits to ensure compliance with certified standards (e.g. ITIL, OSPAR)
Take up and to lead small/medium projects or initiatives to improve the processes and toolsets
Good understanding and familiarity with IT Operations background

Requirement / Pre-requisites:

Proficiency in Microsoft Excel functions (Pivot tables, vLookUp, Conditional Formatting, Mixed Type Charts, Array Formulas, Macros, Microsoft Power Add-ins, etc…); familiar with using Power BI as an added advantage
ITIL certified an added advantage
Knowledge of Auditing Standards ISO20000, Quality Management System ISO9000 an added advantage
High level of personal commitment, proactiveness, and sense of responsibility
Demonstrate problem analysis and solution formulation ability
Excellent customer service orientation and ability to communicate clearly; is meticulous and possesses good report-writing skills

Qualifications and Skills:

Bachelor's degree in Computer Science, Statistics, Mathematics, Economics, or a related field.
Proven experience as a Data Analyst or similar role, with a focus on service-related data analysis and reporting.
Strong analytical and problem-solving skills with the ability to think critically and draw insights from complex datasets.
Excellent communication and presentation skills, with the ability to convey technical information to non-technical stakeholders effectively.
Detail-oriented with a high level of accuracy in work output.
Ability to work independently and collaboratively in a fast-paced environment.
Familiarity with service management concepts (e.g., ITIL) is a plus.

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Digital Labs Sdn Bhd (from M1)