Data Analyst

***We are looking for Data Analyst who can join us immediately at or Bangalore Office ***

Key Responsibilities

• Serve as the Zendesk dashboard SME, including dashboard logic, business rules, and reporting parameters.
• Support ad-hoc reporting and data requests for Apex leadership, clients, and internal stakeholders.
• Document, maintain, and improve Zendesk dashboards, including data sources, audience, usage, and business purpose.
• Develop Power BI and Zendesk dashboards for support ticket processing, team sizing, and financial forecasting.
• Improve existing reports and dashboards by validating data accuracy, optimizing performance, and enhancing usability.
• Support operations with ad-hoc reporting, trend analysis, and process automation using Power Automate and Power Apps.
• Analyze KPIs, SLAs, metric trends, anomalies, and root causes to generate actionable insights.
• Create reports, charts, and data presentations that communicate findings clearly to technical and non-technical audiences.
• Coordinate knowledge transfer activities, provide training, and keep documentation current.
• Support selected data analysis activities using foundational artificial intelligence concepts or tools when applicable.

Required Experience and Skills

• Customer service or operations background with experience supporting reporting, analytics, or client-facing data requests.
• Approximately six years of experience in data analytics, reporting, or business intelligence.
• Experience with Zendesk administration, API development, reporting, and skills-based setup.
• Strong experience with Power BI and other data visualization tools.
• Working knowledge of Power Automate and Python.
• Strong SQL knowledge.
• English communication: required.