Business Analyst Sr

Requisition Number: 106035

Senior Service Desk Data Analyst

Location: This is a hybrid opportunity in Delhi NCR, Bangalore, Hyderabad, Gurugram area.

Insight at a Glance

• 14,000+ engaged teammates globally with operations in 25 countries across the globe.

• Received 35+ industry and partner awards in the past year

• $9.2 billion in revenue

• #20 on Fortune’s World's Best Workplaces™ list

• #14 on Forbes World's Best Employers in IT – 2023

• #23 on Forbes Best Employers for Women in IT- 2023

• $1.4M+ total charitable contributions in 2023 by Insight globally

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organisations through complex digital decisions.

About the role

The Senior Service Desk Data Analyst / Program Operations Coordinator is responsible for delivering high-impact analytics, KPI reporting, and operational insights across global Service Desk operations, supporting both Incidents and Service Requests.

This is a highly analytics-driven role, focused on measuring and improving key service desk performance metrics including MTTR, ASA, FLR, FCR, CSAT, and SLA compliance. In addition, the role supports program operations coordination, ensuring smooth execution of deliverables, stakeholder alignment, and continuous improvement initiatives.

The ideal candidate combines strong ServiceNow data expertise, Power BI dashboarding, ITSM knowledge, and analytical problem-solving skills, with the ability to communicate insights effectively to US-based stakeholders and clients.

Key Responsibilitiies:

• Service Desk Analytics & KPI Ownership (Primary Focus)

• Analyze ServiceNow ticket data (Incidents and Requests) to identify trends, anomalies, and improvement opportunities

• Own and report on key service desk KPIs:

• MTTR (Mean Time to Resolve)

• ASA (Average Speed of Answer)

• FLR (First Level Resolution)

• FCR (First Contact Resolution)

• CSAT (Customer Satisfaction)

• SLA compliance and breach trends

• Perform detailed analysis across:

• Ticket volume drivers and demand patterns

• Category/subcategory trends

• Assignment group performance

• Escalation and reassignment (boomerang) patterns

• Identify and drive shift-left opportunities through data insights

• Deliver actionable recommendations to improve efficiency, SLA attainment, and customer experience

• Prepare and present weekly, monthly, and executive (QBR) reports

• Dashboarding, Reporting & Automation

• Design and maintain interactive Power BI dashboards with drill-down capabilities

• Automate recurring reports using Power BI, Power Query, and Excel

• Build scalable and standardized data models and reporting frameworks

• Continuously improve reporting processes to reduce manual effort and enhance accuracy

• Data Quality & Governance

• Ensure accuracy, consistency, and integrity of ServiceNow data

• Define and maintain standard KPI definitions and reporting logic

• Perform data validation, reconciliation, and audit checks

• Align reporting outputs with real-world service desk operations (ticket lifecycle, reassignment logic, SLA rules)

• Program Operations Coordination (Secondary Focus)

• Support execution of service improvement programs and operational initiatives

• Track deliverables, timelines, risks, and dependencies

• Maintain program documentation and reporting trackers

• Support budget tracking and variance analysis

• Coordinate across global teams (US, India, other regions)

• Stakeholder Communication & Client Interaction

• Translate data insights into clear, business-focused narratives

• Present findings to US-based stakeholders, leadership, and clients

• Provide recommendations backed by data and track execution outcomes

• Support client-facing reporting and discussions

• Advanced Analytics & GenAI Enablement

• Utilize Generative AI tools to enhance:

• Data analysis and insight generation

• Reporting and executive summaries

• Documentation and process automation

• Explore predictive analytics and proactive reporting opportunitie

• Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.

What we’re looking for

• Bachelor’s degree in Data Analytics, Information Systems, Business Analytics, or related field

• 4+ years of experience in data analysis within IT Service Desk or IT Operations

• Strong hands-on experience with:

• ServiceNow reporting and data analysis

• Power BI (dashboard development, data modeling)

• Advanced Excel (Power Query, PivotTables, formulas)

• Strong understanding of KPIs:

• MTTR, ASA, FLR, FCR, CSAT, SLA management

• Proven ability to deliver insight-driven reporting (not just data extraction)

• Excellent analytical, problem-solving, and critical thinking skills

• Strong communication and presentation skills (verbal and written English)

• Experience working with global stakeholders (especially US clients)

• Ability to work in US time zone alignment (shift flexibility required)

Preferred Qualifications

• Experience with SQL and/or Python for analytics

• Experience in Managed Service Provider (MSP) environments

• Familiarity with ITIL framework and service management best practices

• Exposure to forecasting, capacity planning, or predictive analytics

• Experience supporting multi-region/global service desk operations

What you can expect

We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include:

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.

• Medical Insurance

• Health Benefits

• Professional Development: Learning Platform and Certificate Reimbursement

• Shift Allowance

But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.

Join us today, your ambITious journey starts here.

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from you!

Today's talent leads tomorrow's success. Learn more about Insight: https://www.linkedin.com/company/insight/

Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Insight India Location:Level 16, Tower B, Building No 14, Dlf Cyber City In It/Ites Sez, Sector 24 &25 A Gurugram Gurgaon Hr 122002 India