Analyst – MIS & Governance

Summary: This role focuses on establishing and governing Management Information System (MIS) reporting and analytics to enhance IT service delivery. The Analyst works to ensure data-driven service governance by providing insights into trends and service KPIs while also automating reporting to improve service quality.

Responsibilities:

• MIS Reporting & KPI Governance: Define, document, and align service reporting requirements with ITSM goals.
• Dashboard Creation & Visualization: Build and maintain dashboards for Service Governance reviews, ensuring clear visual communication of trends.
• Service Governance Insights & Analysis: Analyze trends, identify issues, and provide actionable insights for governance forums.
• Resource Utilization & Capacity Reporting: Develop reports on resource usage and support forecasting by analyzing workload trends.
• Process Improvement & Automation: Identify reporting gaps and propose automation solutions, including AI insights.
• Documentation, Handover & Knowledge Management: Maintain comprehensive reporting documentation to ensure continuity.
• Stakeholder & Vendor/Team Collaboration: Collaborate with various teams to ensure data completeness and act as a liaison between stakeholders and technical teams.

Key Requirements:

• Expertise in Power BI
• Advanced Excel proficiency
• ITIL certification
• Extensive experience in ITSM frameworks

Nice to Have:

• Experience in reporting automation techniques
• Knowledge of data manipulation and analysis tools
• Familiarity with service delivery models

Other Details:

Project Location: Pune