{"id":3145927,"url":"https://alion.io/job/netrix-global-business-analyst-service-desk-reporting-analytics","title":"Business Analyst, Service Desk Reporting & Analytics","company":{"id":697480,"name":"Netrix Global","domain":"netrixglobal.com","url":"https://alion.io/company/netrixglobal","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15000,"max_usd":30000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":25},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false},{"name":"Python","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-23T07:37:07Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-11-01T07:04:13Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About The Opportunity\nNetrix Global is looking for a skilled Business Analyst, Service Desk Reporting & Analytics owns reporting and analytics for the Netrix Global Service Desk. This role transforms ServiceNow and contact center data into accurate, automated Power BI reporting that supports customer service reviews, SLA governance, and internal operational and financial decision-making. Working directly with customers and alongside Service Delivery Managers, Technical Account Managers, Lead Technical Architects, and service desk leadership, the Business Analyst ensures that the performance story Netrix tells its customers is timely, consistent, and backed by trusted data.\nHow You Will Make An Impact\nCustomer Service Desk Reporting\nProduce, automate, and deliver monthly customer service reports and Netrix template service review presentations, enabling Service Delivery Managers to share them with customers during the first week of each month.\nReport SLA attainment by priority for response and resolution, including tickets opened and closed, backlog, mean time to resolve, reopened rates, escalations, and major incident activity.\nReport customer experience results, including CSAT, NPS, survey response rates, and voice-of-customer themes.\nReport contact center performance metrics, including average speed of answer, average handle time, abandonment rate, first contact resolution, and channel mix across phone, email, portal, and chat.\nConfigure customer-specific views that reflect SLA targets, priority matrices, and scope defined in each customer’s statement of work.\nIncorporate customer outages, changes, and environmental factors into SLA commentary to ensure performance results are explained accurately.\nDevelop trend analysis, identify top contact drivers, and provide improvement recommendations to support quarterly and executive business reviews.\nInternal Operational and Financial Reporting\nMaintain daily operational reporting, including open and aging ticket reports, daily and month-to-date SLA status, and queue health.\nProvide volume and demand analytics by hour, day, and channel to support workforce management and staffing decisions across global follow-the-sun delivery centers.\nDeliver team and queue-level KPI reporting that supports service desk leadership, Quality Assurance, and Training.\nProduce internal financial reporting by customer, including revenue, cost of goods sold, and gross margin, while ensuring internal-only data is never included in customer-facing deliverables.\nBuild leadership dashboards and executive summaries for service desk and Managed Services leadership reviews\nEstablish reporting baselines and dashboards for new customers during service desk onboarding, transition, and hypercare.\nReport Migration, Automation, and Modernization\nAnalyze and redesign existing Excel, SQL, and legacy reports into scalable, automated Power BI solutions.\nReplace manual and semi-automated reporting workflows with automated datasets, dashboards, and scheduled distribution through Power BI Service and paginated reports.\nStandardize KPI definitions, data definitions, and report structures across all service desk customers.\nOptimize reports for performance, scalability, usability, and reduced turnaround time.\nData Modeling, Quality, and Governance\nDesign and maintain data models using ServiceNow and contact center datasets from the consolidated SQL reporting environment.\nPerform data transformation using Power Query (M) and write efficient DAX measures.\nValidate, cleanse, and reconcile data to ensure reported figures are accurate and defensible before release.\nImplement row-level security and access controls so each customer and internal audience sees only authorized data.\nFollow data privacy, confidentiality, and governance requirements, including responsible handling of customer and employee data.\nMaintain documentation for data sources, KPI definitions, report logic, and refresh schedules.\nCustomer Engagement and Delivery Partnership\nAttend and present in customer meetings alongside Service Delivery Managers and leadership, walking customers through metrics, trends, and SLA results and answering questions with confidence.\nPartner closely with Service Delivery Managers, Technical Account Managers, Lead Technical Architects, service desk supervisors, Quality Assurance, Training, and workforce management.\nGather, prioritize, and fulfill customer and internal reporting requests, translating business needs into clear and repeatable reporting solutions.\nProvide training and documentation to help service desk leaders and team members use Power BI and ServiceNow reporting effectively.\nWhat You Will Bring To The Table\n5+ years of experience in data analysis, business intelligence, operational and customer reporting\nExperience supporting an IT service desk, managed service provider, contact center, or ITSM environment strongly preferred\nBachelor's degree in information technology, Computer Science, Statistics, Mathematics, Business, or a related field, or an equivalent combination of education and relevant work experience.\nMicrosoft Certified: Power BI Data Analyst Associate preferred\nServiceNow Certified System Administrator and ITIL Foundation preferred.\nProficiency in SQL and advanced Excel (pivot tables, data validation, complex formulas). Python or R is a plus.\nWorking knowledge of ServiceNow ITSM, including Incident, Request, Problem, and Change records, SLA definitions and task SLA data, customer surveys, and native ServiceNow reporting\nWorking knowledge of Power BI, including Power BI Desktop and Service, data modeling, DAX, Power Query (M), row level security, scheduled refresh, and paginated reports.\nStrong customer focus, with the ability to communicate clearly, confidently, and professionally with customers during service reviews and other meetings\nAbility to explain data, trends, and SLA results in plain language to technical and nontechnical audiences.\nProven ability to partner with service delivery team members and build trusted working relationships across the organization.\nOperates independently with minimal supervision, managing competing customer and internal reporting priorities against firm monthly deadlines. \nShift Timing - 1:00 PM - 11 PM IST\nAbout Us\nAt Netrix Global our values are the philosophies and principles that we live by. They support our vision, help us achieve our goals and commit us to a common purpose.\nWe Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All!\nNetrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today’s most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.\nWe work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country’s top system integrators.\nAt Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.\nWhat You Can Expect From Us\nWe offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment. The role can be remote/home office, with some travel required.\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need reasonable accommodations, please let us know by contacting NetrixHR@Netrixglobal.\nTo learn more about Netrix Global please go to www.netrixglobal.com","description_format":"text","description_chars":8101,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Home office"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity","Information Technology","IT Consulting & Digital Transformation"],"lifecycle":[{"event":"open","at":"2026-10-23T10:14:26Z"}],"visa":[],"liveness":{"score":89,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.891,"p_room":1,"age_days":8,"expected_fill_days":27,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/netrix-global-business-analyst-service-desk-reporting-analytics","json_url":"https://alion.io/job/netrix-global-business-analyst-service-desk-reporting-analytics.json","meta":{"generated_at":"2026-11-01T09:31:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14786,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":697480},"rest":"https://alion.io/mcp/rest/get_company?id=697480"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnetrix-global-business-analyst-service-desk-reporting-analytics"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnetrix-global-business-analyst-service-desk-reporting-analytics"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnetrix-global-business-analyst-service-desk-reporting-analytics"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/netrix-global-business-analyst-service-desk-reporting-analytics\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnetrix-global-business-analyst-service-desk-reporting-analytics"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3145927}},{"tool":"search_jobs","arguments":{"company":"netrixglobal.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3145927},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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