Sr System Analyst - Metrics

Overview

We are seeking a highly skilled, results-driven Senior Systems Analyst to provide support within the service desk and operations center group focused on our Managed Service Provider (MSP) operations. The ideal candidate will demonstrate exceptional analytical acumen, relentless attention to detail, and a proven ability to drive performance improvements through data to ensure optimal MSP performance. The successful candidate will be responsible for designing, developing, and maintaining robust metrics and KPIs that deliver actionable insights into MSP performance on a daily, weekly, and monthly basis.

The successful candidate will lead data-driven decision-making, ensure the timely delivery of comprehensive metric reports, and play a pivotal role in defining and refining new Service Level Agreements (SLAs) that align with both contractual and operational requirements. Strong communication, project management, and stakeholder engagement skills are essential, as is a passion for continuous improvement in a dynamic technology environment.

• Design, develop, and maintain reports, dashboards, and analytics indicators focused on MSP performance, including weekly and monthly metrics
• Develop and manage scheduled reports and visualizations to monitor MSPs KPIs, SLAs, and operational metrics
• Partner with MSP business and technical teams to gather requirements and translate them into actionable analytics solutions
• Work with the support and end user service teams to understand operational challenges, implement improvements, and ensure high service quality
• Facilitate effective communication and collaboration with internal teams, external partners, and clients to ensure expectations are met and exceeded
• Create scheduled data exports and automated reporting workflows to ensure timely delivery of MSP metrics
• Analyze MSP data to identify trends, anomalies, and opportunities for process improvement
• Ensure data accuracy, integrity, and consistency across all MSP reports and dashboards
• Collaborate on continuous improvement initiatives to enhance MSP reporting capabilities and user experience
• Lead the definition and ongoing refinement of SLAs, ensuring alignment with contractual requirements and operational needs for support and end user services
• Provide expert analysis and guidance to resolve complex support and end user service issues, using data to drive solutions and prevent recurrence
• Oversee and contribute to projects aimed at enhancing support and end user services, ensuring successful delivery within scope, timeline, and budget
• May perform other related duties as required including emergency support

• Master's Degree and a minimum of 2 years of full-time relevant work experience or
• Bachelor's Degree and a minimum of 3 years of full-time relevant work experience or
• Associate's Degree and a minimum of 4 years of full-time relevant work experience or
• High School Diploma/GED and a minimum of 5 years of full-time relevant work experience

• Bachelor's Degree in Computer Science, Management Information System, Engineering, Business/Finance or related field and a minimum of 3 years of full-time relevant work experience experience working in Information Technology, customer, desktop, or presentation support environment

• Technical and supervisory or managerial experience with a proven ability to motivate people, preferred
• Experience in Service Now reporting and Performance Analytics configuration, preferred
• Experience in managing projects, representing the organization in building and fostering relationships with customers, support groups, and vendors, and render sound business decisions, preferred