Collect, analyze, and interpret service data to provide insights and recommendations for process improvements and customer satisfaction enhancement.
Develop and maintain reporting mechanisms and dashboards to track key service metrics, including response time, resolution time, customer feedback, and service performance.
Collaborate with cross-functional teams, including service technicians, customer support, and operations, to identify data collection requirements and ensure accurate and timely data capture.
Conduct in-depth data analysis to identify trends, patterns, and anomalies in service-related data, providing actionable insights and recommendations to improve service quality and efficiency.
Assist in the development and implementation of service process improvements and service delivery strategies based on data analysis and industry best practices.
Collaborate with IT teams and Service Teams to ensure effective utilization of service management systems and databases, providing input for system enhancements and data integrity maintenance.
Oversee the overall data in the Dashboard format Prepare presentations and present weekly progress to the management Team.
คุณสมบัติตำแหน่งงาน
Bachelor’s degree in Business Administration, Data Science, Data Analytics, Information Systems, or a related field.
At least 3 years of experience in Data Analytics is advantageous.
Proven experience in data analysis, preferably in a service-related or technical environment.
Strong analytical skills with the ability to manipulate, interpret, and visualize large sets of data.
Proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau, Power BI) to extract insights from complex datasets.
Understanding of service management processes and principles, such as incident management, problem management, and service level agreements (SLAs).
Excellent communication and presentation skills to effectively convey data-driven insights to stakeholders at various levels.
Attention to detail and accuracy in data analysis and reporting.
Strong problem-solving skills with the ability to identify patterns, trends, and correlations in data.
Continuous learning mindset and a passion for staying updated on industry trends and advancements in service analytics.