Junior Business Analyst

• Conduct detailed data analysis of ITSM processes (incidents, problems, changes, requests, etc.), identifying patterns, root causes, and opportunities for improvement.
  
• Develop interactive dashboards and reports to monitor KPIs and SLAs, promoting transparency and informed decision-making.
  
• Collaborate with technical and functional teams to define relevant metrics and reporting requirements.
  
• Act as a facilitator for continuous improvement initiatives, using analytical insights to support corrective and preventive actions.
  
• Ensure data quality, consistency, and integrity within ITSM tools.
  

Requirements

• 2 years of experience in data analysis, preferably in IT Operations or Service Management contexts.
  
• Practical knowledge of the ITIL framework and ITSM processes.
  
• Proficiency with data visualization tools (e.g., Strategy, Power BI, Tableau).
  
• Familiarity with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management).
  
• Knowledge of SQL and database manipulation is highly valued.
  

• Strong analytical skills and critical thinking.
  
• Ability to structure complex problems and propose practical solutions.
  
• Excellent communication skills, with the ability to present insights to diverse stakeholders.
  
• Proactivity and results-oriented mindset.
  
• Collaborative spirit and ability to thrive in multifunctional environments.
  
• High attention to detail and rigor in data management.
  
• Strong organizational skills and ability to manage priorities effectively.