The Data Analyst is accountable for development and maintenance of key foundational datasets to enable timely, relevant, and comprehensive reporting and analysis in support of BMOs IT Help Desk Operations team. The analyst will develop and maintain standard reports, as well as analyze and identify key trends for the Help Desk team. The role is also responsible for performing data extraction, aggregation, transformation, management, and quality reviews of data from multiple data sources for use in reporting and analytics.
Responsibilities include:
Create dashboards and context-relevant visualizations for senior leadership to provide transparent performance-tracking of help desk teams
Build effective leading/lagging KPIs that enable improvement of help desk operations and costs
Leverage multiple data sources to create centralized repository of help desk data, ensuring single source of truth and rapid data access to larger organization
Formulate techniques for effective data collection, data management, and data reliability, to ensure accuracy and legitimacy
Collaborate with internal and external experts to design and enable AI and cloud-based capabilities that seek to modernize help desk operations
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, 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
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here.
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https://insightglobal.com/workforce-privacy-policy/ .
Familiar with IT help desk or contact center industry practices
Familiar with IT service management and service delivery principles
Adept in Python and relevant libraries for data analysis
Understanding of advances in AI, particularly in NLP, transformers and attention mechanisms, and related AI models/products
Understanding of data quality and data governance practice
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.