Description :

Key Responsibilities :

Power BI & Power Apps Development :

- Design, develop, and maintain advanced Power BI dashboards and reports tailored for executive and operational audiences.

- Build and optimize Power Apps to support business processes and reporting needs.

- Integrate and model data from multiple sources (SQL, Excel, APIs, cloud platforms, etc.) for comprehensive analytics.

- Ensure data accuracy, consistency, and security across all reporting solutions.

Data Analysis & Visualization :

- Perform complex data analysis, pattern recognition, and statistical modeling to uncover actionable insights.

- Present findings in clear, compelling visual formats suitable for both technical and non-technical stakeholders.

- Translate business requirements into effective data models and visualizations.

ITSM Quality Management :

- Drive quality improvement initiatives for ITSM practices, leveraging frameworks such as Lean, Six Sigma, and other industry standards.

- Govern quality for ITSM practices.

- Develop and monitor KPIs, metrics, and dashboards to track quality of ITSM practices, improvements and operational efficiency.

- Analyze ITSM process performance, identify gaps, and implement corrective actions to drive service excellence.

Stakeholder Engagement :

- Collaborate with IT, business, and leadership teams to understand requirements and deliver impactful solutions.

- Provide training and support to users on Power BI, Power Apps, and quality management best practices.

- Provide support and advice to all stakeholders around ITSM Data and Quality Process.

- Communicate complex analytical concepts and quality improvement strategies effectively to diverse audiences.

Required Skills & Qualifications :

- Bachelors or Masters degree in Computer Science, Information Systems, Data Analytics, or related field.

- 7+ years of hands-on experience in Power BI report development and Power Apps.

- Advanced proficiency in data integration from multiple sources (cloud, on-premises, APIs, etc.

- Strong expertise in data analysis, data modelling, statistical modeling, and pattern recognition.

- Excellent in data presentation and visualization.

- Skilled in business process modeling, mapping, and documentation, using tools such as Visio, BPMN, or UML.

- Demonstrated experience in quality management systems and frameworks (Lean, Six Sigma, ISO, etc.

- Proven track record in driving ITSM process quality initiatives.

- Excellent communication, presentation, and stakeholder management skills.

- Ability to work independently and lead cross-functional teams.

- Attention to detail and quality orientation.

- Relevant certifications (Power BI, Six Sigma, Lean, ITIL, etc.) highly desirable.

Preferred Attributes :

- Experience in ITSM platforms (ServiceNow, Remedy, etc.)

- Familiarity with cloud data services (Azure, AWS, Google Cloud).

- Strong problem-solving and analytical mindset.

- Passion for continuous improvement and innovation.