IT Data Analyst - RDT Digital Operations and Reliability

La position

The IT Data Analyst is a key specialist responsible for providing data-driven insights to optimize service delivery, operational excellence, and the AI and Automation Roadmap for the Engineering L1 Support Team as part of the Global Operations organization. This role focuses on in-depth analysis of operational data to consistently identify opportunities for efficiency gains, process optimization, and the practical application of AI and Agentic AI solutions in a service-focused environment.

You will translate complex metrics into clear, actionable recommendations to support Continuous Service Improvement (CSI).

Responsibilities

• Data-Driven Opportunity Identification:
  Continuously analyzes service data (e.g., ticket volume, MTTR, SLAs) to discover patterns, identify the most costly tasks, and actively propose concrete opportunities for automation, efficiency, and “Shift-Left.”

• AI and Automation Roadmap Support:
  Collaborates with engineering teams to develop data-driven business cases for AI/AIOps initiatives (such as agent implementation) and measures the impact and return on investment of implemented solutions to drive the AI and Automation roadmap.

• Operational Dashboarding:
  Designs, builds, and maintains operational performance dashboards, focusing on key metrics that measure service quality beyond traditional SLAs, to increase employee productivity.

• Process Optimization for CSI:
  Uses data analysis to foster a culture of Continuous Service Improvement (CSI), standardize complex Level 2 (L2) processes for absorption by the Managed Service Provider (MSP), and clarify operational ambiguities based on data evidence.

• Stakeholder Communication:
  Presents data insights and strategic recommendations to Service Owners, the leadership team, and vendors (Vendor Performance Management), ensuring clear and fact-based communication regarding performance and improvement opportunities.

Qualifications

• Bachelor Degree or equivalent qualification

• 2-3 years experience in analyzing operational and service data, with a focus on identifying opportunities for process improvement and efficiency.

• Knowledge in Service Management (ITIL) and experience in complex managed services environments.

• Previous experience contributing to Continuous Service Improvement (CSI) initiatives.

• Proficiency in data analysis and Business Intelligence (BI) tools for creating dashboards and extracting insights (e.g., Tableau, Power BI, Splunk, Data Dog, Service Now).

• Familiarity with AI, Machine Learning, Agentic AI, and AIOps concepts within the context of infrastructure operations or services.

• Experience using scripting or programming tools for manipulating and analyzing large datasets (e.g., Python, SQL).

• Understanding of Dev Ops methodologies and automation best practices to streamline service workflows and reduce manual ticket volume through operational efficiency.

Additional Qualifications

• Proven ability to work collaboratively on global and interdisciplinary initiatives.

• A mindset of constantly seeking improvement and efficiency.

Roche est un employeur offrant l'équité en matière d'emploi.