Business Analyst, Service Desk Reporting & Analytics

About the role

Netrix Global is looking for a Business Analyst, Service Desk Reporting & Analytics in Pune. The role turns ServiceNow and contact center data into accurate, automated Power BI reporting that supports customer service reviews, SLA governance and internal operational and financial decisions. It works with customers and alongside Service Delivery Managers, Technical Account Managers, Lead Technical Architects and service desk leadership.

Key responsibilities

• Produce and automate monthly customer service reports and Netrix template service review presentations
• Report SLA attainment, customer experience (CSAT, NPS, survey responses), contact center metrics and customer-specific views
• Maintain daily operational reporting, volume and demand analytics, and team and queue-level KPIs
• Produce internal financial reporting by customer and build dashboards and executive summaries
• Build reporting baselines and dashboards for new customers during onboarding, transition and hypercare
• Analyze and redesign Excel, SQL and legacy reports into automated Power BI solutions, standardizing KPI definitions and optimizing performance
• Design and maintain data models, transform data with Power Query (M) and write DAX measures, validate and cleanse data, and implement row-level security
• Present metrics and trends to customers and train service desk leaders on Power BI and ServiceNow reporting

Required profile

• 5+ years of experience in data analysis, business intelligence, operational and customer reporting
• Bachelor's degree in IT, Computer Science, Statistics, Mathematics, Business or a related field, or equivalent education and experience
• Experience supporting an IT service desk, MSP, contact center or ITSM environment strongly preferred
• Microsoft Certified: Power BI Data Analyst Associate preferred; ServiceNow Certified System Administrator and ITIL Foundation preferred
• Shift timing 1:00 PM - 11:00 PM IST; the role can be remote/home office with some travel required

Required skills

• Proficiency in SQL and advanced Excel
• Working knowledge of ServiceNow ITSM and native ServiceNow reporting
• Power BI Desktop and Service, data modeling, DAX, Power Query (M), row-level security, paginated reports
• Python or R is a plus

What we offer

• Competitive compensation package
• Comprehensive group benefits
• Flexibility and time off
• Casual work environment