Service Level Data Analyst

at  Freedom Fibre

EXPERIENCE & QUALIFICATIONS

• Microsoft applications (Power BI, MS Excel) advanced skills
• Strong knowledge of Data Management platform
• Acquiring data from primary or secondary data sources and maintaining databases
• Working within Telecoms, specifically Fibre related products and understanding of network topologies such as Point to Point (POP) / 10 Gigabit passive optical network (XGS-PON)
• Working within a Service Support Environment
• Identify, analyse, and interpret trends or patterns in complex data sets.
• Filter and “clean” data by reviewing datasets, and performance indicators to locate and correct issues with the data.
• Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with accuracy.
• With supervision, synthesize data to form recommendations and actionable insights.
• Basic understanding of programming principles, previous excel work or python, working with conditional formulas/expressions (IF-ELSE logic)
• The ability to present data/information concisely to all levels required, including members of senior management team.
• Excellent skills on Microsoft applications, e.g. Excel formulas, pivots, and charts, PowerBI dashboards
• Using Service Desk applications

THE ROLE

The Service Level Data Analyst, the role will be responsible for leading and developing the Freedom Fibre (FFL) Service Desk reporting views to ensure data driven insights which are under-pinned by a validated dataset, aligning to the data definitions set out by the business.

RESPONSIBILITIES INCLUDE:

• Create and maintain Service Operations Reports to meet the needs of our customers, as well as internal requirements. This will include available and forecasted properties ready for provisioning.
• Able to proficiently use MS Excel and reporting tools (PowerBI, Superset) and interrogate databases (e.g. SQL)
• Analyse, mine, and process internal data using datasets from business systems to deliver a validated output, with regards to statuses of Property Reference Numbers (UPRN) through the agreed milestones, which develops strategic and actionable intelligence and helps to inform decision making, including identification and escalation of data inaccuracies to the relevant owner.
• Work closely and collaboratively with internal FFL departments to ensure Service Operations meet all reporting requirements and deadlines.
• Drive continuous improvement of processes, highlight data discrepancies, and create operational procedures to address data quality.
• Work within the relevant FFL policies e.g. Information Security