Position Overview: The SLA & BI Reporting Analyst is responsible for the monitoring, analyzing, and reporting of Service Level Agreements (SLA) performance, as well as generating Business Intelligence (BI) reports that provide actionable insights to support business decisions. This role involves collaboration with both technical and business teams to ensure data accuracy, compliance with service levels, and the development of performance reports that enhance operational efficiency.
Key Responsibilities:
SLA Monitoring & Analysis:
Track and monitor compliance with Service Level Agreements (SLAs) across various departments and teams.
Analyze SLA performance data to identify trends, discrepancies, and potential areas for improvement.
Generate regular SLA reports, including detailed insights on service delivery and performance metrics.
Ensure consistent adherence to SLAs and work with stakeholders to address any deviations.
Develop and maintain automated systems for SLA tracking and reporting.
Business Intelligence Reporting:
Design, develop, and deliver BI reports and dashboards to support business operations and decision-making.
Analyze business data to identify patterns, opportunities, and areas for improvement.
Work with stakeholders to define reporting requirements and ensure reports meet their needs.
Provide ongoing maintenance and updates for BI reports to ensure relevance and accuracy.
Implement advanced data analytics tools and techniques for more accurate and insightful reporting.
Data Management & Integrity:
Ensure data quality by regularly auditing and cleaning data sources used for reporting and analysis.
Collaborate with data engineers or IT teams to integrate data from multiple systems into centralized BI tools (e.g., Power BI, Tableau, etc.).
Maintain accurate and updated data models, ensuring that reports reflect the most current business