Service Level Analyst (L2)

Want to be a part of our team?

The Service Level Analyst (L2) is tasked with participating in the transformation of data into insights that drive business value using data analytics, data visualization, and data modelling techniques and technologies. This position transforms data into critical information and knowledge that can be used to make sound business decisions and will be responsible for the establishment of system applications and/or tools that the company uses to record, organize, store, secure, and access data. They have solid technical specialist proficiency in generating visual analytics, dashboards, and ad hoc reports for the business.

Working at NTT

Key Roles and Responsibilities:

• Analyse complex business problems and issues using data from internal and external sources to provide insight to decision-makers.
• Work across multiple teams to identify and interpret trends and patterns in relevant datasets to locate influences.
• Create forecasts, recommendations and strategic/tactical plans based on business data and market knowledge.
• Create specifications for reports and analysis based on business needs and required or available data elements.
• Accountable for contributing to the definition, development, enhancement and tracking of metrics and dashboard requirements to deliver results and provide insight and recommendations on trends.
• Work across multiple teams, using advanced data analysis and tools to ensure analytics are valid, meaningful, and provide actionable and comprehensive insights.
• Support the team to help them answer strategic questions, make insightful data-driven business decisions, and properly design new initiatives.
• Contribute technical insight, suggestions, and knowledge to others within the relevant teams.
• Provide support to address and resolve business issues.
• Create relevant reports and present on trends.
• Analyse data across various platforms, including social media, and present trends and patterns.
• Design and maintain business intelligence reports and analytics.
• Extract and analyze data, statistics, and information from various sources and interpret and produce the relevant reports, summaries, and briefing notes that will be used to inform business decisions.
• Identify the relevant sources of data from which to draw information.
• understand and agree on the reporting specification format required from the business.
• Work with a variety of internal stakeholders to translate needs into data reports, data insights, and extracts.
• Optimize visual information for easier consumption and actionable metrics.
• Maintain processes for ensuring data accuracy and current relevance and representation.
• Identify process improvements to streamline data collection and report generation.
• Review and edit requirements, specifications, business processes, and recommendations related to proposed solutions.
• Ensure that the client receives the required support to implement recommendations and solutions.

Knowledge, Skills and Attributes:

• Analytical, problem-solving, and communication skills
• Seasoned in Excel
• Detail-oriented
• Good ability to collaborate across multiple teams and build sound working relationships
• Listening, communication, interpersonal, and presentation skills
• Good understanding of current data protection and privacy laws
• Passionate about achieving results and statistics
• Good knowledge of statistical concepts
• Good ability to identify trends, business opportunities, etc
• Good awareness of critical business issues and priorities
• Self-directed, highly organized, and able to independently coordinate multiple assignments

Academic Qualifications and Certifications:

• Relevant certifications, i.e. ITILv4
• ITSM (ServiceNow)
• Relevant Bachelors degree (preferred)

Required Experience:

• Seasoned experience working in an analytics capacity
• Seasoned experience working with data collection tools and software
• Seasoned experience producing Excel, Powerpoint and PowerBI-based reporting

Skills Summary

Business Intelligence (BI), Business Requirements Gathering, Data Analysis, Data Insights, Data Interpretations, Data Modeling Techniques, Data Reporting, Data Wrangling, Structured Query Language (SQL)

What will make you a good fit for the role?

Workplace type:

Hybrid Working

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category