Service Level Analyst (L2) – JHB needed at NTT Ltd.

Key Responsibilities:

• Analyzes complex business problems and issues using data from internal and external sources to provide insight to decision-makers.
• Creates forecasts, recommendations and strategic/tactical plans based on business data and market knowledge.
• Creates specifications for reports and analysis based on business needs and required or available data elements.
• Accountable for contributing to the definition, development, enhancement and tracking of metrics and dashboard requirements to deliver results and provide insight and recommendations on trends.
• Works across multiple teams, using data analysis and tools to ensure analytics are valid, meaningful, and provides actionable and comprehensive insights.
• Analyzes data across various platforms, including social media, and present trends and patterns.
• Designs and maintains business intelligence reports and analytics.
• Extracts and analyzes data, statistics, and information from various sources and interpret and produce the relevant reports, summaries, and briefing notes that will be used to inform business decisions.
• Works with a variety of internal stakeholders to translate needs into data reports, data insights, and extracts.
• Optimizes visual information for easier consumption and actionable metrics.
• Maintains processes for ensuring data accuracy and current relevance and representation.
• Reviews and edits requirements, specifications, business processes, and recommendations related to proposed solutions.
• Ensures that the client receives the required support to implement recommendations and solutions.

Knowledge and Attributes:

• Good understanding of data mining principles, predictive analytics, mapping, collecting data from multiple data systems on premises and cloud-based data sources.
• Ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Ability to identify solutions in sprawling data sets and the business mindset to convert insights into strategic opportunities.
• Excellent analytical, problem-solving, and communication skills.
• Excellent ability to work independently and collaborate across multiple teams and build sound working relationships.
• Excellent understanding of current data protection and privacy laws.
• Passionate about achieving results and statistics.
• Technical expertise and knowledge of statistical concepts.
• Ability to identify trends, business opportunities, etc.
• Excellent awareness of critical business issues and priorities.
• Good understanding of statistical analysis and reporting packages.

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent in Data Science, Business Analytics, Mathematics, Economics, Statistics, Engineering, Computer Science, Computer Engineering or another quantitative field is preferred.
• ITSM (Service Now)
• Business intelligence software (BI)
• ITIL v4
• Full Microsoft Office suite (Excel, Word, PowerPoint, Outlook, TEAMS)

Required Experience:

• Seasoned experience working in an analytics capacity.
• Seasoned experience working with data collection tools and software.
• Seasoned experience working with Microsoft Office products
• Seasoned experience producing Excel-based and PowerPoint reporting.