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Data Analyst - Power BI / SQL

La Fosse
London
1 day ago
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ITSM & Reporting Analyst Location: London or Warsaw (Hybrid 2 day per week onsite)
Term: Initial 3 months, outside IR35.

If you thrive on transforming metrics into meaningful insights and want to play a key role in service quality and compliance, this role puts you at the heart of operational transparency for a regulated financial services environment.

Youll be responsible for producing high-impact reports, dashboards, and analytics that inform service reviews, incident trends, change success rates, SLA adherence, and control compliance. Working closely with Service Owners, IT Operations, Risk & Compliance, and senior stakeholders, youll ensure data is accurate, actionable, and aligned to regulatory frameworks.

What youll be responsible for
Develop and maintain service performance reports across Incident, Change, Problem, and Request Fulfilment
Monitor SLAs, KPIs, and OLAs to reflect service health and operational commitments
Build dashboards and visualisations using tools like Power BI, Excel, and ServiceNow Performance Analytics
Analyse service delivery trends to identify recurring issues and improvement opportunities
Support service reviews and senior stakeholder meetings with actionable insights
Ensure data accuracy and completeness within the ITSM platform (e.g., ServiceNow)
Validate and reconcile data for regulatory and audit reporting (PCI DSS, DORA, ACPR, GDPR)
Assist in control evidence and audit response materials related to ITSM process adherence
Support process owners with ad-hoc reporting, metrics tracking, and trend analysis
Contribute to post-incident reviews, change reviews, and CSI initiatives

What youll bring
~24 years experience in ITSM reporting, operations, or service analytics
~ Bachelors degree in IT, Business Analytics, Computer Science, or related field
~ Working knowledge of ITIL (Foundation certification preferred)
~ Proficiency in ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Management
~ Strong skills in Excel (pivot tables, lookups), Power BI, and data visualisation
~ Attention to detail and ability to present complex data to technical and non-technical audiences


Bonus points if you have
Experience in financial services or regulated industries (banking, fintech, insurance)
Familiarity with operational risk reporting or audit processes
Understanding of cloud-based service operations and performance monitoring
Exposure to SQL, scripting, or automation tools (Python, Power Automate)

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