Job Details:

Job Summary:

The Performance Assurance Analyst is responsible for managing incidents, ensuring data quality, and conducting data validation activities to maintain the integrity and reliability of organizational data systems. This role requires a keen eye for detail, analytical thinking, and a proactive approach to problem-solving. The analyst will collaborate closely with cross-functional teams to identify, analyze, and resolve data issues, ensuring that all data used across meets the required standards of accuracy and consistency.

Essential Job Duties and Responsibilities:

Performance - QA & Monitoring

• Audit All resolved Service Now Incidents to assure appropriate closure codes and work notes are met to withstand KPI audits

• Closeout daily backlog of Service Now incidents related to KPIs and Performance management

• Continuously audit aging tickets against data quality requirements and validation rules

• Assist in creating tickets and monitoring performance using ServiceNow and PowerBI

• Assist in creating Asset Management reports

• And any additional tasks that may arise to maintain KPI Performance Measurements

• Takes ownership of incidents and see them to full resolution

• Responds to end-user trouble requests through enterprise ticketing system

• Helps alleviate ticket strain on other SMEs (Subject Matter Experts) who may be focused on project work

• Captures improvement/process opportunities so they can be prioritized and resolved as efficiently as possible

• Creates knowledge base articles that can be utilized as a point of reference when resolving similar issues going forward

• Ensures consistency and professionalism of all incident notes and resolution information

Data Analysis

• Filter, clean, and prepare large data sets for more advanced transformations

• Perform statistical analyses, develop new performance metrics, benchmarks, and indices

• Develop reporting in Power BI, SAP BI, or other toolsets

• Construct SQL queries to perform analysis of data related to performance and KPI regimes

• Identify, document, and design opportunities for automation

• Develop and document new data models, ERDs, schemas, and data workflows

• Validation and quality control of produced data sets

• Participate on project teams to develop new reporting and analysis tools and workflows

• Analyze client information needs and business challenges to determine how they may be addressed through the delivery of customized decision support tools and services

• Stay current with technical and industry developments, analytics software/tools, and recognized best practices

Minimum Job Requirements:

• Four year college degree in computer science, statistics, economics, mathematics, operations research, informatics, or related field plus a minimum of three years of experience. Master’s degree in a related discipline is a plus.

• Experience in developing data warehouses, performing data analysis, database management, data integration, ETL, or similar roles required.  Experience with SQL and using Access, MySQL, Oracle, and other RDMS required.

• Strong analytical and problem solving skills, attention to detail, critical thinking ability, and creativity required.

• Must have excellent written and verbal communication skills used to effectively communicate and clearly present complex information in a manner appropriate to the audience.

Worker Type:

Employee

Global Level:

Global Level 3