ITSM Data Analyst

ITSM Data Analyst Location: Alabang, Muntinlupa City, Philippines (Hybrid) Job Summary The ITSM Data Analyst is responsible for developing, maintaining, and improving IT performance reports, dashboards, and key performance indicators (KPIs) to support data-driven decision-making within IT Service Management (ITSM) and Tech Services. This role works closely with stakeholders and data owners to ensure the accuracy, reliability, and relevance of performance data, while identifying opportunities to improve reporting processes and business performance. Key Responsibilities Develop, maintain, and enhance IT performance reports, dashboards, and KPIs for management reporting and decision-making. Maintain performance measurement documentation, including KPI definitions, calculation methods, data collection processes, and data sources. Review and validate performance metrics, data sources, and reporting methodologies to ensure data accuracy, consistency, and reliability. Analyze performance trends, identify gaps, and recommend improvements to reporting processes, business practices, and service performance. Research, develop, and analyze ad hoc reports and performance metrics to address business challenges and support management requirements. Collaborate with IT stakeholders and data owners to gather reporting requirements, validate data, and ensure reports meet business needs. Present data analysis findings, performance results, and actionable recommendations to IT management and relevant stakeholders. Research industry best practices and emerging trends to improve performance measurement, reporting tools, and KPI standards. Qualifications Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Analytics, or a related field. Experience in data analysis, performance reporting, business intelligence, or IT Service Management. Strong analytical skills with the ability to interpret data, identify trends, and provide actionable insights. Experience developing and maintaining dashboards, reports, and KPIs. Proficiency in Microsoft Excel and reporting or data visualization tools such as Power BI or Tableau is an advantage. Strong attention to detail, particularly in data validation, documentation, and report accuracy. Good communication and stakeholder management skills, with the ability to translate business requirements into meaningful reports. Ability to manage routine reporting tasks and ad hoc analytical assignments.