Business Analyst, Service Desk Reporting & Analytics

About The Opportunity

Netrix Global is looking for a skilled Business Analyst, Service Desk Reporting & Analytics owns reporting and analytics for the Netrix Global Service Desk. This role transforms ServiceNow and contact center data into accurate, automated Power BI reporting that supports customer service reviews, SLA governance, and internal operational and financial decision-making. Working directly with customers and alongside Service Delivery Managers, Technical Account Managers, Lead Technical Architects, and service desk leadership, the Business Analyst ensures that the performance story Netrix tells its customers is timely, consistent, and backed by trusted data.

How You Will Make An Impact

Customer Service Desk Reporting

• Produce, automate, and deliver monthly customer service reports and Netrix template service review presentations, enabling Service Delivery Managers to share them with customers during the first week of each month.
• Report SLA attainment by priority for response and resolution, including tickets opened and closed, backlog, mean time to resolve, reopened rates, escalations, and major incident activity.
• Report customer experience results, including CSAT, NPS, survey response rates, and voice-of-customer themes.
• Report contact center performance metrics, including average speed of answer, average handle time, abandonment rate, first contact resolution, and channel mix across phone, email, portal, and chat.
• Configure customer-specific views that reflect SLA targets, priority matrices, and scope defined in each customer’s statement of work.
• Incorporate customer outages, changes, and environmental factors into SLA commentary to ensure performance results are explained accurately.
• Develop trend analysis, identify top contact drivers, and provide improvement recommendations to support quarterly and executive business reviews.

Internal Operational and Financial Reporting

• Maintain daily operational reporting, including open and aging ticket reports, daily and month-to-date SLA status, and queue health.
• Provide volume and demand analytics by hour, day, and channel to support workforce management and staffing decisions across global follow-the-sun delivery centers.
• Deliver team and queue-level KPI reporting that supports service desk leadership, Quality Assurance, and Training.
• Produce internal financial reporting by customer, including revenue, cost of goods sold, and gross margin, while ensuring internal-only data is never included in customer-facing deliverables.
• Build leadership dashboards and executive summaries for service desk and Managed Services leadership reviews
• Establish reporting baselines and dashboards for new customers during service desk onboarding, transition, and hypercare.

Report Migration, Automation, and Modernization

• Analyze and redesign existing Excel, SQL, and legacy reports into scalable, automated Power BI solutions.
• Replace manual and semi-automated reporting workflows with automated datasets, dashboards, and scheduled distribution through Power BI Service and paginated reports.
• Standardize KPI definitions, data definitions, and report structures across all service desk customers.
• Optimize reports for performance, scalability, usability, and reduced turnaround time.

Data Modeling, Quality, and Governance

• Design and maintain data models using ServiceNow and contact center datasets from the consolidated SQL reporting environment.
• Perform data transformation using Power Query (M) and write efficient DAX measures.
• Validate, cleanse, and reconcile data to ensure reported figures are accurate and defensible before release.
• Implement row-level security and access controls so each customer and internal audience sees only authorized data.
• Follow data privacy, confidentiality, and governance requirements, including responsible handling of customer and employee data.
• Maintain documentation for data sources, KPI definitions, report logic, and refresh schedules.

Customer Engagement and Delivery Partnership

• Attend and present in customer meetings alongside Service Delivery Managers and leadership, walking customers through metrics, trends, and SLA results and answering questions with confidence.
  
• Partner closely with Service Delivery Managers, Technical Account Managers, Lead Technical Architects, service desk supervisors, Quality Assurance, Training, and workforce management.
• Gather, prioritize, and fulfill customer and internal reporting requests, translating business needs into clear and repeatable reporting solutions.
• Provide training and documentation to help service desk leaders and team members use Power BI and ServiceNow reporting effectively.

What You Will Bring To The Table

• 5+ years of experience in data analysis, business intelligence, operational and customer reporting
• Experience supporting an IT service desk, managed service provider, contact center, or ITSM environment strongly preferred
• Bachelor's degree in information technology, Computer Science, Statistics, Mathematics, Business, or a related field, or an equivalent combination of education and relevant work experience.
• Microsoft Certified: Power BI Data Analyst Associate preferred
• ServiceNow Certified System Administrator and ITIL Foundation preferred.
• Proficiency in SQL and advanced Excel (pivot tables, data validation, complex formulas). Python or R is a plus.
• Working knowledge of ServiceNow ITSM, including Incident, Request, Problem, and Change records, SLA definitions and task SLA data, customer surveys, and native ServiceNow reporting
• Working knowledge of Power BI, including Power BI Desktop and Service, data modeling, DAX, Power Query (M), row level security, scheduled refresh, and paginated reports.
• Strong customer focus, with the ability to communicate clearly, confidently, and professionally with customers during service reviews and other meetings
• Ability to explain data, trends, and SLA results in plain language to technical and nontechnical audiences.
• Proven ability to partner with service delivery team members and build trusted working relationships across the organization.
• Operates independently with minimal supervision, managing competing customer and internal reporting priorities against firm monthly deadlines.

Shift Timing - 1:00 PM - 11 PM IST

About Us

At Netrix Global our values are the philosophies and principles that we live by. They support our vision, help us achieve our goals and commit us to a common purpose.

We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All!

Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today’s most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.

We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country’s top system integrators.
At Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.

What You Can Expect From Us

We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment. The role can be remote/home office, with some travel required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need reasonable accommodations, please let us know by contacting NetrixHR@Netrixglobal.

To learn more about Netrix Global please go to www.netrixglobal.com