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SLA Reporting Analyst (Excel & Power BI) @ CGI

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 SLA Reporting Analyst (Excel & Power BI)

Job Description

  • Qualification : Bachelors or Masters degree in Computer Science, Engineering, or a related field.
Role Overview
  • We are looking for an experienced SLA Reporting Analyst (510 years) to lead service performance reporting, drive data-driven insights, and enhance reporting maturity. This role requires strong expertise in Excel, Power BI, and SLA/KPI management, along with the ability to work closely with leadership and service delivery teams.
Key Responsibilities
  • SLA Governance & Reporting Ownership
  • Own end-to-end SLA/KPI reporting framework across services.
  • Define, track, and improve SLA metrics aligned with business objectives.
  • Proactively identify SLA risks, breaches, and improvement areas.
  • Ensure compliance with contractual SLAs and reporting standards.
  • Advanced Data Analysis & Insights
  • Perform deep-dive analysis on SLA breaches, recurring incidents, and service trends.
  • Correlate data across Incident, Problem, Change, and Request modules.
  • Provide predictive insights and recommendations to improve service performance.
  • Support leadership with data storytelling and executive summaries.
  • Power BI Dashboard Development
  • Design and maintain enterprise-level dashboards using Power BI.
  • Develop complex DAX measures, data models, and drill-down capabilities.
  • Integrate multiple data sources (ITSM tools, Excel, databases).
  • Drive dashboard adoption and usability across stakeholders.
  • Excel-Based Reporting & Automation
  • Build and maintain advanced Excel models:
  • Power Query, Power Pivot
  • VBA/macros for automation
  • Reduce manual effort through report automation and standardization.
  • Stakeholder Management
  • Engage with Service Managers, Delivery Leads, and Clients.
  • Present insights in governance forums (weekly/monthly reviews).
  • Translate technical data into business-impact narratives.
  • Continuous Improvement & Process Optimization
  • Drive Continuous Service Improvement (CSI) initiatives.
  • Standardize reporting templates and KPIs across accounts.
  • Identify opportunities for automation, AI-driven insights, or tool enhancements.
Required Skills & Experience
Technical Skills
  • Advanced Microsoft Excel (Power Query, Power Pivot, VBA preferred)
Strong Power BI expertise :
  • Data modeling and transformations
  • Advanced DAX
  • Dashboard optimization
  • Experience with ITSM tools (e.g., ServiceNow, Remedy, Jira)
  • Basic knowledge of SQL or data extraction techniques
  • Analytical & Functional Skills
  • Strong analytical thinking and problem-solving ability
  • Experience handling large and complex datasets
  • Ability to identify trends, anomalies, and actionable insights
  • Domain Knowledge
  • Strong understanding of ITIL processes:
  • Incident, Problem, Change, Service Level Management
  • Experience in SLA management and reporting governance
Qualifications
  • Bachelor's degree in IT, Business, Analytics, or related field
  • 5-10 years of experience in SLA reporting / MIS / Service Management analytics
Preferred Qualifications
  • ITIL Foundation / Intermediate
  • Experience in client-facing roles
  • Exposure to automation tools or scripting (Python, R optional)
  • Knowledge of data warehousing concepts
Key Competencies
  • Strong stakeholder and client management
  • Excellent communication & storytelling with data
  • Ownership mindset and accountability
  • Ability to work in high-pressure, deadline-driven environments
Skills :
  • Macro
  • ServiceNow

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Data Science & Analytics
Role Category: Business Intelligence & Analytics
Role: Analytics Consultant
Employement Type: Full time

Contact Details:

Company: CGI
Location(s): Bengaluru

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Keyskills:   Power BI SLA Reporting Excel storytelling python data analysis reporting analyst ai sla power bi data warehousing sql analytics r automation vba data modeling storytelling with data service delivery stakeholder management recruitment compliance jira

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CGI

\n\n The Muthoot Group is one of Indias largest multi-diversified business conglomerates having 20 diversified business divisions with 800 years of family business legacy, 800 years of Charity, 800 years of religious work and 800 years of financial inclusion. The Group serves over 2.5 lakh customers...