Service Level Analyst (L2) - Johannesburg at NTT Ltd.

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 (service levels) 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.
• 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 and BI
• 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:

• Typically requires related experience with a Bachelor’s or equivalent degree; or extensive experience
• Relevant certifications, ITIL, Powerpoint, ITSM, BI and EXCEL

Required Experience:

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