Senior Data and Dashboard Analyst (ServiceNow & PowerBI)

Senior Data and Dashboard Analyst (ServiceNow & PowerBI)

We are seeking a highly analytical and technically skilled Data and Dashboard Analyst to join our HR Service Center team. This role combines data analytics expertise with advanced dashboard development (i.e. Power BI), supporting HR operations with data-driven insights and impactful visualizations. The ideal candidate will need to excel at transforming complex HR data into meaningful insights, building robust dashboards, and ensuring data accuracy for decision-making. This role requires a balance of data storytelling, technical development, and stakeholder collaboration to drive operational efficiency within the HR Service Center.

KEY RESPONSIBILITIES

• Data Analytics and Insights : Design and develop data models, statistical analysis, and algorithms to extract actionable insights from large datasets to support HRSC operations. Identify trends, bottlenecks, and opportunities for improvement.
• Dashboard Development : Design, build, and maintain interactive Power BI dashboards tailored to HR Service Center operations, including key performance indicators (KPIs), capacity tracking, and operational metrics.
• Semantic Model Development : Build and optimize robust Power BI semantic models, including defining relationships, creating DAX measures, calculated columns, and implementing row-level security to ensure accurate and scalable data insights.
• Data Integration and Sourcing : Collaborate with data engineering and IT teams to connect and integrate data from various sources, including ServiceNow, SuccessFactors, HRIS, and internal HR systems.
• Contact Center Metrics Expertise : Apply domain knowledge of HR and Contact Center metrics (e.g., Average Handle Time, First Call Resolution, CSAT, Agent Occupancy, SLA adherence) to develop insightful visualizations.
• Data Quality and Governance : Monitor data quality and consistency, identify anomalies, and implement data audit and governance best practices to ensure reliable reporting.
• Stakeholder Collaboration : Work closely with HR leaders, contact center managers, and IT teams to gather requirements, translate business needs into technical solutions, and present insights effectively.
• Training and Support : Develop and deliver training to HR staff on self-service analytics, Power BI usage, and data interpretation. Create and maintain comprehensive documentation for dashboards, data models, and reporting processes.
• Continuous Improvement : Stay current with Power BI features or any other dashboard tools, best practices, and industry trends. Proactively identify opportunities to enhance existing reports and develop new analytical solutions.
• Troubleshooting and Support : Provide ongoing support, troubleshoot issues, and optimize Power BI reports and dashboards for performance.

PREFERRED EXPERIENCE

ACADEMIC CREDENTIALS

LOCATION

Penang, Malaysia

Application questions

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