Senior Data Analyst

Senior Data Analyst (Service Delivery & AI Analytics) #3300

• Location: Hybrid (split between site-based and home-working)
• Reports to: Global Head of Service Delivery, IT & Repairs
• Contract Type: Permanent / Full-time
• Contracted Hours/Days: 37.5 hours / 5 days per week

We are hiring for a Senior Data Analyst to enable data-driven decision-making across this global organisation. You will be responsible for extracting, transforming, analysing and visualising data from multiple enterprise systems including Azure, Salesforce and Halo ITSM to deliver high-quality insights for senior executives, sales teams, service delivery, engineering, product teams, and customers.

The role will design and maintain advanced Power BI dashboards, build robust data models, perform historical trend analysis, and develop forecasting and pattern-detection models.

In addition, this role will contribute to the evolution of AI-enabled analytics, using Python and modern AI tools (e.g. Copilot and ChatGPT-style agents) to enhance insight generation, automate analysis, and enable self-service reporting.

This role is critical to the ability to scale service operations globally while maintaining service excellence, customer trust, and commercial performance. By combining advanced analytics, automation, and emerging AI capabilities, the Senior Data Analyst will help transform data into a strategic asset across the organisation.

Key Responsibilities for the Senior Data Analyst:

• Design, build, and maintain reliable data pipelines to extract data.
• Develop automated ETL processes to ensure timely, accurate, and scalable data refresh cycles.
• Work with development teams and system owners to integrate data via APIs and improve data availability.
• Build and maintain robust data models.
• Analyse service delivery performance.
• Perform historical trend analysis and develop forecasting models.
• Identify patterns, anomalies, and systemic issues that impact service quality or cost-to-serve.
• Design and deliver high-quality Power BI dashboards.
• Standardise KPI definitions and reporting structures across regions.
• Automate recurring reports and reduce reliance on manual, spreadsheet-based reporting.
• Ensure dashboards tell a clear, actionable story rather than simply presenting data.
• Use Python to automate data processing, analysis, and reporting workflows.
• Contribute to the design and development of AI-assisted analytics solutions, including:
• Copilot-style or ChatGPT-based agents to support insight generation, reporting, or operational queries
• Partner with stakeholders to identify high-value use cases where AI can enhance decision-making.
• Provide analytical insight to support continuous improvement initiatives
• Data Governance & Quality Assurance
• Stakeholder Collaboration

Essential Qualifications, Skills and Experience for the Senior Data Analyst

• 5–7+ years’ experience as a Senior Data Analyst, BI Analyst, or Analytics Specialist, ideally within SaaS, ITSM, or service-led organisations.
• Strong Python experience (essential), including use for data analysis, automation, modelling, and system integration.
• Advanced SQL skills and experience building and maintaining ETL pipelines.
• Advanced Power BI expertise, including DAX, dataflows, model optimisation, and performance tuning.
• Proven experience extracting and working with data from Azure, Salesforce, and ITSM platforms.
• Strong understanding of service delivery and operational metrics (SLAs, KPIs, MTTR, backlog management, incident trends, repair logistics).
• Demonstrated experience with forecasting, time-series analysis, and pattern recognition.
• Ability to translate complex data into executive-level insights and compelling narratives.
• Strong communication and stakeholder management skills.

Desirable

• Experience developing AI-assisted analytics solutions, including building Copilot, ChatGPT, or similar AI agents to support reporting, insight generation, or operational decision-making
• Leveraging large language models (LLMs) to enhance data exploration or automation
• Experience integrating Python analytics with Azure AI services (e.g. Azure OpenAI).
• Familiarity with modern data platforms (Azure Data Lake, Synapse, Snowflake, Lakehouse).
• Experience with predictive or prescriptive analytics beyond basic forecasting.
• Exposure to automation or orchestration tools for analytics pipelines.