Data-Driven Analytics Expert

6 days ago

Singapur, Singapore 5160 Kyndryl (Singapore) Pte. Ltd. Full time

About the Role

We are seeking a highly skilled Data-Driven Analytics Expert to join our team at 5160 Kyndryl (Singapore) Pte. Ltd. As a key member of our team, you will be responsible for leveraging digital experience management tools to gather and analyze ITSM data related to end-user experience.

Key Responsibilities

  • Utilize digital experience management tools (e.g., Aternity, Nexthink) to gather and analyze ITSM data related to end-user experience.
  • Integrate and correlate data from various sources to provide comprehensive insights into user experience and service performance.
  • Perform advanced data analysis to identify patterns, trends, and anomalies in end-user experience and IT service management.
  • Utilize analytics tools to generate actionable insights and recommendations for improving user experience and operational efficiency.
  • Work closely with clients and internal teams to understand business needs and objectives related to end-user experience.
  • Facilitate workshops and meetings to gather requirements, present findings, and discuss recommendations for action.
  • Develop and present strategic recommendations based on analytics findings to improve end-user experience and service delivery.
  • Propose actionable plans to address identified issues and enhance overall service desk operations and user satisfaction.
  • Leverage extensive knowledge of service desk processes and operations to inform analysis and recommendations.
  • Collaborate with service desk teams to implement and monitor changes based on analytics insights.
  • Create and maintain dashboards and reports to track performance metrics and progress against improvement initiatives.
  • Regularly review and report on key performance indicators (KPIs) related to end-user experience and service desk operations.

About You

We are looking for a highly motivated and experienced professional with a strong background in IT, computer science, or a related field. You should have extensive experience working with digital experience management tools, ITSM data analysis, and service desk operations.

Requirements

  • A bachelor's degree or equivalent in IT, computer science, engineering, or a related field.
  • Extensive experience (typically 5+ years) working with digital experience management tools such as Aternity or Nexthink.
  • Proven experience in analyzing ITSM data and providing actionable recommendations to improve end-user experience.
  • Strong background in service desk operations, including process management and improvement.
  • Proficiency in using digital experience management tools for data collection, analysis, and reporting.
  • Strong analytical skills with experience in data correlation, pattern recognition, and generating insights.
  • Experience with data visualization and analytics tools (e.g., Power BI, Tableau, Excel).
  • Familiarity with ITSM processes and best practices.
  • Ability to interpret complex data sets and identify key trends, issues, and opportunities for improvement.
  • Strong problem-solving skills with a track record of developing and implementing data-driven solutions.
  • Strong team player, and the ability to work collaboratively and independently.
  • Proficient in Microsoft Office applications, such as Word, Excel, PowerPoint, etc.
  • Fluent in English.
  • Based in Singapore.

About Kyndryl

Kyndryl is a leading provider of IT infrastructure services, and we are committed to delivering exceptional results for our clients. We offer a dynamic and inclusive work environment, with opportunities for professional growth and development. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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