Job Description
The Business Analyst will focus on measuring success across IT Enterprise Operations, Global Facilities, Workplace Product, Workplace Engineering, and BI Intelligence. Day-to-day responsibilities include defining and tracking key success metrics such as mean time to detect (MTTD), mean time to resolve (MTTR), SLA adherence, and first contact resolution. The analyst will build executive dashboards by integrating data from ServiceNow, Jira, and Splunk (or similar platforms), partner with global teams to unify metrics, and drive continuous improvement initiatives through incident trend analysis and performance benchmarking.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• Defined success metrics for IT Enterprise Operations, including mean time to detect (MTTD), mean time to resolve (MTTR), SLA adherence, and first contact resolution.
• Built dashboards combining data from ServiceNow, Jira, and Splunk or similar for exec-level reporting.
• Partnered with global facilities and workplace engineering to unify success metrics across IT operations and BI.
• Drove continuous improvement initiatives based on incident trend analysis and performance benchmarking.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.