Data Analytics Specialist

SUMMARY AND PRIMARY OBJECTIVES

The Data Analytics Specialist is responsible for analyzing and interpreting data to support IT support operations and improve service delivery. This role involves gathering and analyzing data from various sources, generating reports, and providing actionable insights to enhance the efficiency and effectiveness of IT support services. The specialist will work closely with the IT team to identify trends, optimize processes, and drive data-informed decision-making.

SCOPE OF WORK: DELIVERABLES, RESPONSIBILITIES AND ACTIVITIES

Data Collection and Management

• Gather data from various IT support systems, databases, and tools.
• Ensure data integrity and accuracy by performing regular data validation and cleaning.
• Maintain and manage data repositories for easy access and retrieval.

Data Analysis and Interpretation

• Analyse data to identify trends, patterns, and anomalies in IT support operations.
• Use statistical methods and data visualization tools to interpret data and generate insights.
• Provide detailed analysis on key performance indicators (KPIs) and metrics.

Reporting & Visualization

• Develop and maintain regular reports and dashboards to track IT support performance.
• Create visualizations to communicate complex data in an easy-to-understand format.
• Present findings and recommendations to IT management and other stakeholders.

Process Improvement

• Identify opportunities for process optimization and efficiency improvements based on data analysis.
• Work with the IT team to implement data-driven solutions and best practices.
• Monitor the impact of changes and provide feedback for continuous improvement.

Collaboration & Communication

• Collaborate with IT support team members to understand their data needs and requirements.
• Communicate analytical findings clearly and effectively to non-technical stakeholders.
• Provide training and support to team members on data analytics tools and techniques.

Qualifications and Experience Requirements

Education and Experience

• Bachelor’s degree in data science, Computer Science, Information Technology, Statistics, or a related field; or equivalent work experience.
• Minimum of 2 years of experience in data analytics, preferably in an IT support or technical environment.

Technical Skills

• Proficiency with data analytics tools and software (e.g., Excel, SQL, Tableau, Power BI).
• Strong knowledge of statistical analysis and data visualization techniques.
• Experience with database management and query languages.

Soft Skills

• Excellent analytical and problem-solving skills.
• Strong attention to detail and accuracy.
• Effective communication and presentation skills.
• Ability to work independently and as part of a team.

Personal Attributes and Skills Required

• Be prepared to work irregular hours if required and/or shifts
• Experience in coaching or mentoring junior support staff.
• Familiarity with data analysis tools to interpret customer service metrics.
• Knowledge of industry-specific software and tools.
• Ability to contribute to process improvement initiatives and project management.
• Attention to detail
• Ability to think and interact logically.
• A natural curiosity.
• The ability to work in a team and to be proactive around self-learning.
• The ability to work under pressure and to tight deadlines.
• Assist with additional tasks given to the team.
• Interpersonal skills.
• Good judgment skills.
• Good communication skills.
• Behavioral traits such as attitude, motivation, and time management.