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Lead Data Analyst

Colombia
Data Analytics and Visualization, Google Cloud Platform, Looker, SQL, Buganizer, IT Service Management (ITSM), ServiceNow

We are actively recruiting a seasoned Lead Data Analyst to strengthen our team. This position is crucial for improving our IT operations through advanced data analysis and insightful reporting. The ideal candidate will play a key role in converting complex data into actionable insights that will direct our strategic efforts.

Responsibilities
  • Analyze data gathered from Buganizer, Guts, and ServiceNow following GFiber's migration
  • Identify key patterns, trends, and metrics to enhance the efficiency of L1/L2 IT operations
  • Produce and examine detailed reports on ticket volumes, resolution times, issue categorization, and overall support effectiveness
  • Develop dynamic dashboards and reports using Looker for IT support teams
  • Provide stakeholders with instant access to critical support KPIs and SLAs
  • Employ Google Cloud Platform (GCP) services to enhance and automate data workflows
  • Integrate diverse ticketing and support data sources into a comprehensive BI solution
  • Collaborate with support teams to improve incident resolution methods
  • Offer insights into recurring problems, root cause trends, and opportunities for performance improvement
  • Liaise with engineering, IT operations, and analytics teams to optimize operations
  • Document and maintain data models, dashboards, and reporting frameworks for scalability
Requirements
  • Bachelor's or Master’s degree in Computer Science or a related technical field, or equivalent professional experience
  • At least 5 years of experience in a Data Analyst role or similar, demonstrating a strong ability to manipulate and interpret data
  • Minimum of one year in a leadership or team management role
  • Proficient in SQL & ETL techniques for data querying, cleansing, and transformation from various sources
  • Well-versed in Google Cloud Platform (GCP), including BigQuery, Cloud Storage, Dataflow, and Pub/Sub
  • Skilled in using BI tools, preferably Looker, to create dashboards and reports
  • Experienced with IT Service Management (ITSM) Tools such as Buganizer, Guts, and ServiceNow (post-migration)
  • Knowledgeable in using Plex to incorporate additional IT operations data sources as required
  • Excellent analytical and problem-solving abilities to tackle complex issues
  • Skilled at translating business needs into practical data solutions
  • Strong communication and stakeholder management capabilities
  • Fluent in English at a B2 level or higher
Nice to have
  • Proficiency in Python or another scripting language for data automation
  • Prior experience in the telecommunications industry is highly beneficial
  • Experience in IT operations, customer support analytics, or service management is desirable
Benefits
  • International projects with top brands
  • Work with global teams of highly skilled, diverse peers
  • Healthcare benefits
  • Employee financial programs
  • Paid time off and sick leave
  • Upskilling, reskilling and certification courses
  • Unlimited access to the LinkedIn Learning library and 22,000+ courses
  • Global career opportunities
  • Volunteer and community involvement opportunities
  • EPAM Employee Groups
  • Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn