Responsibilities

• Collect and analyze data from Buganizer, Guts, and ServiceNow post-GFiber migration
• Detect trends, patterns, and essential metrics to boost L1/L2 IT operations efficiency
• Generate and scrutinize reports on ticket volumes, resolution times, issue categorization, and overall support performance
• Create interactive dashboards and reports in Looker for IT support teams
• Ensure stakeholders have immediate access to support KPIs and SLAs
• Utilize Google Cloud Platform (GCP) services to optimize and automate data pipelines
• Merge various ticketing and support data sources into unified BI solutions
• Work closely with support teams to refine incident resolution processes
• Deliver insights on recurring issues, root cause trends, and areas for performance enhancement
• Engage with engineering, IT operations, and analytics teams to streamline functions
• Document data models, dashboards, and reporting frameworks to scale in the future

Requirements

• Bachelor's or Master’s degree in Computer Science or a related technical field, or equivalent related professional experience
• Minimum 3 years of experience in a Data Analyst role or similar, with a proven track record of manipulating and deriving insights from data
• Proficient in SQL & ETL development for querying, cleaning, and transforming data from diverse sources
• Experienced with Google Cloud Platform (GCP), including BigQuery, Cloud Storage, Dataflow, and Pub/Sub
• Expertise in BI tools with a preference for Looker, focused on building dashboards and reports
• Knowledgeable in IT Service Management (ITSM) Tools such as Buganizer, Guts, and ServiceNow (post-migration)
• Familiarity with Plex for integrating additional IT operations data sources as needed
• Strong analytical and problem-solving skills to address complex challenges
• Capable of translating business requirements into data-driven solutions
• Effective communicator with robust stakeholder management skills
• Fluent in English at a B2 level or higher

Nice to have

• Experience with Python or other scripting languages for data automation
• Previous experience in the telecommunications sector is highly advantageous
• Background in IT operations, customer support analytics, or service management is preferred

We offer

• Learning Culture - We want you to be the best version of yourself, that is why we offer unlimited access to learning platforms, a wide range of internal courses, and all the knowledge you need to grow professionally
• Health Coverage - Health and wellness are important, that is why we have you and up to four family members in a premiere health plan. We have a couple of options, so you can choose what is best for you and your family
• Visual Benefit - Seeing your work for us would be a sight for sore eyes. We want your vision to always be at 100% which is why we offer up to $200.000 COP for any visual health expenses
• Life Insurance Plan - We have partnered with MetLife to offer a full-coverage Ife insurance plan. So, your family is covered, even if you are gone
• Medical Leave Coverage - We are one of the few companies that cover 100% of your medical leave, for up to 90 days. Your health is the most important thing to us
• Professional Growth Opportunities - We have designed a highly competitive and complete development process, where you will have all the tools to get where you have always wanted to be, personally and professionally
• Stock Option Purchase Plan - As an EPAMer you can be more than just an employee, you will also have the opportunity to purchase stock at a reduced price and become a part owner of our organization
• Additional Income - Besides your regular salary, you will also have the chance to earn extra income by referring talent, being a technical interviewer, and many more ways
• Community Benefit - You will be part of a worldwide community of over 50,000 employees, where you can learn, challenge yourself, stand out, and share your knowledge and experience with multicultural teams!