Reporting and Data Analyst

Role Summary:

The COO Report and Data Analytics team is responsible for the support, maintenance, and development of reports including data analysis that supports the operational and informational needs of the business – Access Management, Cost of Revenue, Engineering, Service Delivery, and Service Assurance departments, covering multiple platforms including Network, Security and Compute. The specific areas covered but not limited to, are Oracle Financials, CRM/ITSM (Salesforce, CMD, ServiceNow), Cisco Webex, Microsoft ecosystem, Business Objects, Tableau, PowerBI.

The team fits into the Chief Operating Officer (COO) group with the role reporting directly to the Reporting & Data Analytics Manager.

Internal Departments they will interact with:

All functions within the Access Management, Cost of Revenue, Engineering, Service Delivery, and Service Assurance departments, as well as Systems Integration, Project Management Office (PMO), Products, Finance, Customer Experience, Sales Operations, Sales.

Main Responsibilities:

• Primary function of your role will be to deliver a best-in-class business reporting service to meet the challenges and demands of the business and Customers.
• Gathering of business requirements from internal company Customers.
• Analysing and defining reports.
• Learn about each of GTT’s departments and their associated information requirements. Apply this knowledge in arriving at data and reporting solutions.
• Build up a working knowledge of GTT’s business, the technologies used to support the GTT platforms and Customers services, and Customer specific reporting requirements.
• Take direction from the Line Manager and use self-initiative on reporting tasks to be completed.
• Produce reports as requested by the Line Manager and/or internal Customers following established Work Instructions or with minimal guidance from the Line Manager.
• Develop defined and custom reports to meet and align to business needs.
• Drive systems developments to enable reporting capabilities and meet reporting requirements.
• Manage workload to ensure deadlines are met.
• Develop a working knowledge of reporting methods using current market tools such as: Business Objects, PowerBI, Tableau and Excel.
• Work with Reporting and Data Analytics Manager to develop presentation skills in order to interpret and present reporting data in a meaningful manner.
• Keep Line Manager updated on a regular basis on current workload and progress against outstanding tasks.
• Establish working relationships with Team Member across all functions within the Access Management, Cost of Revenue, Engineering, Service Delivery, and Service Assurance departments, as well as Systems Integration, Project Management Office (PMO), Products, Finance, Customer Experience, Sales Operations, Sales.
• Responsible for the upkeep of reporting change history for all regular reports.
• Identify reporting improvements to support business changes – automation/alternatives.
• Identify development requirements to increase reporting capabilities.
• Compliance with best practise frameworks such as ITIL and associated metrics (SLAs/OLAs/KPIs/other metrics).
• Actively participate as required in meetings (Customer, 3rd party, internal).
• Train new starters.
• Support and participate as required in any COO related programmes.
• Support the Line Manager / Department Manager, undertaking ad hoc/delegated tasks of a similar level and responsibility as may be required.

Ideal Candidate Profile:

General

• MS Office – Intermediate (must).
• Experience of CRM/ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).
• Ability to understand and improve operational processes and procedures.
• Ability to matrix manage across the different departments.

Experience

• 2+ years of experience in data analysis, reporting, or business intelligence (must).
• 1+ year in a process driven organization (desirable).
• Experience working in a multi-cultural/international environment (must).

Knowledge

• General ICT industry understanding (must).
• Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (must).

Essential Criteria:

Technical

• Intermediate proficiency in Microsoft Excel and SQL
• Experience with data visualization tools such as Tableau or Power BI.
• Intermediate user of SAP Business Objects (Web Intelligence or Desktop Intelligence of any version) / Tableau / Power BI or another reporting platform – 1 Year+
• Good knowledge and preferably experience of using RDBMS systems - user level (MS SQL Server / Oracle is an advantage)
• Intermediate user of Microsoft Office, specifically Excel, Access, PowerPoint
• Familiarity with Microsoft ecosystem.
• Good knowledge and preferable experience of using CRM/ITSM Systems (e.g. Siebel, CMD, Salesforce, ServiceNow).
• Previous experience within IT/Telco – minimum 1 year.
• Ability to work with large datasets and analyze complex data

Non Technical

• Excellent communication and presentation skills.
• Strong attention to detail and accuracy.
• Understanding of statistical analysis and modelling.
• Knowledge of database design and data warehousing principles.

Languages

• English – fluent (mandatory).

Desirable Criteria:

Technical

• Knowledge and understanding of TCP/IP (OSI) model.
• Awareness/understanding of Network, Security and Compute products.

Other Similar Job Functions:

Supervisor/Team Leader/Manager or senior role in any of the following areas:

• Reporting Developer
• Reporting Analyst
• Data Analyst

Qualifications/Courses:

• BSc/BE/BTech Degree in ICT/Telecommunications, similar discipline (either complete or in-progress) or equivalent work experience (must).
• ITIL Foundation (desirable).