Job Summary

Role Summary

As a Business Analyst, you will be a key driver of operational excellence and workforce

efficiency. Your primary responsibility is to lead the assessment, analysis, and reporting of

employee productivity, using data to inform strategic decisions and optimize staffing. You will

serve as the primary subject matter expert on workforce management, ensuring the

organization has the right people in the right roles to meet its objectives and uphold high service

Key Responsibilities

Key Responsibilities

○ Lead the development and maintenance of service performance metrics and key

performance indicators (KPIs) across the organization. This includes creating KPI

catalogs, developing new metrics, and managing dashboards.

○ Oversee the execution of all service performance and reporting activities,

ensuring the timeliness, quality, and accuracy of all reports delivered to executive

and management teams.

○ Conduct comprehensive data quality reviews, KPI audits, and dashboard

assessments to maintain the highest standards of accuracy and substance.

○ Identify opportunities for service performance improvement and recommend

data-driven process enhancements to management and operations.

○ Communicate and collaborate effectively with all stakeholders, including internal

teams, service providers, and third parties, to build strong, credible, and mutually

respectful relationships.

○ Serve as the main point of contact for company Service Management Leaders,

providing regular efficiency updates and upholding exceptional customer service

through real-time monitoring and other methods.

Skill Requirements

Skills and Qualifications

● Bachelor’s degree in Information Technology, Business, or a related field.

● Proven experience in a Business Analyst or similar role, with a strong background in

workforce management and performance analysis.

● Expertise in business analysis techniques, including data modeling, process mapping,

and requirements gathering.

● Advanced proficiency in reporting tools (e.g., Tableau, Power BI, Looker etc)

● Excellent analytical and problem-solving skills, with the ability to translate complex data

into clear, actionable insights.

● Strong communication, presentation, and interpersonal skills to effectively interact with

all levels of the organization, from operational staff to executive leadership.

● Demonstrated leadership abilities with a proven track record of driving initiatives and

influencing stakeholders.

Other Requirements

Bachelor’s degree in Information Technology, Business, or a related field.

● Proven experience in a Business Analyst or similar role, with a strong background in

workforce management and performance analysis.