Data Analyst; ITSM

Synechron is a global technology consulting firm that helps leading organizations accelerate digital transformation through innovation, expertise, and agility. With more than 16,500 professionals across around 60 offices in over 20 countries, we combine deep industry knowledge with advanced capabilities in AI, cloud, cybersecurity, and data engineering. Our regional teams, supported by strategic delivery centers, provide scalable, cost-efficient solutions tailored to local markets.

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We are seeking a highly analytical and results-oriented ITSM Data Analyst with 3+ years of experience to join our Technology and Enterprise Services team. The role will focus on analysing IT service management data to identify trends, improve operational efficiency, support policy compliance, and enable data-driven decision-making.

The successful candidate will work with data related to changes, incidents, problems, service requests, configuration items, and the CMDB. You will collaborate with cross-functional teams to deliver actionable insights and improve ITSM processes.

• Collect, cleanse, validate, and analyse ITSM data from multiple sources.
• Identify trends, patterns, risks, and opportunities for process improvement.
• Analyse change, incident, problem, service request, and CMDB data.
• Develop dashboards, reports, KPIs, and KRIs for stakeholders.
• Support proactive and retrospective analysis of the ITSM environment.
• Use advanced analytics, automation, machine learning, or AI where appropriate.
• Monitor data quality, governance, policy compliance, and industry best practices.
• Identify data inconsistencies and recommend corrective actions.
• Collaborate with Enterprise Architecture, Data Management, Policy and Process teams, platform owners, and tooling managers.
• Provide ad hoc analysis and reporting to support strategic initiatives.
• Recommend improvements to ITSM processes, data models, and reporting capabilities.
• Stay informed about developments in data analytics, automation, AI, and ITSM practices.

• 3+ years of professional experience in data analysis, ITSM analytics, business analysis, or a related field.
• Strong experience in data cleansing, validation, transformation, and interpretation.
• Experience combining and analysing data from multiple, disparate sources.
• Ability to translate complex data into…