[Hiring] Business Analyst I @Stefanini Group

Role Description

• Serve as a strategic analytics consultant to stakeholders, translating business challenges into data-driven opportunities.
• Collaborate with ServiceDesk SME team for context, insight, and environmental awareness to better illustrate analytics.
• Deliver tailored insights (weekly/monthly) that focus on operational KPIs, backlog trends, service level performance, and business-impacting issues.
• Facilitate regular data-driven discussions with service managers to ensure alignment between analytics outputs and stakeholder priorities.
• Perform ticket and volume trend analysis to surface opportunities for automation, proactive support, or process refinement.
• Provide root cause analysis support and proactively identify areas where analytics can inform experience improvement or service design decisions.
• Manage and evolve analytics specific to stakeholder needs, ensuring consistent delivery of high-quality, timely, and relevant analytics.
• Leverage AI and machine learning techniques to identify trends, detect anomalies, and generate insights for stakeholders.

Qualifications

• Bachelor's degree or equivalent work experience preferred.
• Typically requires a minimum of 2 years of related experience.
• Experience mining data from various sources.
• Skills using a variety of statistical and business intelligence tools, including Minitab, Excel, R, SQL, Business Objects, Power BI, Tableau, Qlik Sense, Python, and SAS Business Intelligence.
• Good English communication skills - ability to communicate thoroughly through verbal and written mediums.
• Knowledge of ticketing tools such as CA, Unicenter, ServiceNow, Remedy, Siebel, CRM etc.
• Basic knowledge on ITIL version 3 frameworks (Incident Life Cycle Management).
• Ability to observe, ask questions, listen actively, and give and accept feedback effectively.
• A high energy level, adaptability, assertiveness, patience, and ability to work in a team environment.
• Familiarity with computers and infrastructure level technical terms.
• Ability to work autonomously.
• Flexibility in assigned working hours.
• Time management and follow-up skills with ability to plan, organize, and prioritize a large workload, and handle several tasks simultaneously.
• An understanding and observance of strict confidentiality policies and standards.
• Attendance and schedule adherence are requirements of this position.
• Knows and applies fundamental concepts, practices, and procedures of particular field of specialization.
• May develop advanced skills using tools and equipment appropriate for the position or specialization.
• Using established procedures and working under immediate supervision, performs assigned tasks.
• Work is routine and instructions are usually detailed.

Company Description