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Senior Data Analyst

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

We are seeking a skilled Senior Data Analyst to join our team. This role is fundamental in enhancing our IT operations through sophisticated data analysis and reporting. The successful candidate will be pivotal in transforming raw data into insightful decisions that will guide our strategic initiatives.

Responsibilities
  • Collect and analyze data from Buganizer, Guts, and ServiceNow post-GFiber migration
  • Detect trends, patterns, and essential metrics to boost L1/L2 IT operations efficiency
  • Generate and scrutinize reports on ticket volumes, resolution times, issue categorization, and overall support performance
  • Create interactive dashboards and reports in Looker for IT support teams
  • Ensure stakeholders have immediate access to support KPIs and SLAs
  • Utilize Google Cloud Platform (GCP) services to optimize and automate data pipelines
  • Merge various ticketing and support data sources into unified BI solutions
  • Work closely with support teams to refine incident resolution processes
  • Deliver insights on recurring issues, root cause trends, and areas for performance enhancement
  • Engage with engineering, IT operations, and analytics teams to streamline functions
  • Document data models, dashboards, and reporting frameworks to scale in the future
Requirements
  • Bachelor's or Master’s degree in Computer Science or a related technical field, or equivalent related professional experience
  • Minimum 3 years of experience in a Data Analyst role or similar, with a proven track record of manipulating and deriving insights from data
  • Proficient in SQL & ETL development for querying, cleaning, and transforming data from diverse sources
  • Experienced with Google Cloud Platform (GCP), including BigQuery, Cloud Storage, Dataflow, and Pub/Sub
  • Expertise in BI tools with a preference for Looker, focused on building dashboards and reports
  • Knowledgeable in IT Service Management (ITSM) Tools such as Buganizer, Guts, and ServiceNow (post-migration)
  • Familiarity with Plex for integrating additional IT operations data sources as needed
  • Strong analytical and problem-solving skills to address complex challenges
  • Capable of translating business requirements into data-driven solutions
  • Effective communicator with robust stakeholder management skills
  • Fluent in English at a B2 level or higher
Nice to have
  • Experience with Python or other scripting languages for data automation
  • Previous experience in the telecommunications sector is highly advantageous
  • Background in IT operations, customer support analytics, or service management is preferred
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