Data Analyst – End User Transformation Services (EUTS) – Business Intelligence & Reporting-Alabang

Job Summary

The Senior Data Analyst – End User Transformation Services (EUTS) is a hands-on Business Intelligence leader responsible for designing, developing, and operationalizing data-driven solutions that enhance the Digital Employee Experience (DEX) and improve End User Services performance. This role focuses on transforming complex operational data into actionable insights through Power BI dashboards, advanced analytics, automation, and executive reporting.

The position will design and deliver scalable BI solutions that provide visibility into Service Desk, Deskside/Field Support, EUC Engineering, Collaboration, Device Management, and overall end-user technology performance. The role requires strong expertise in data modeling, SQL, APIs, scripting, and data visualization to build trusted reporting frameworks that support SLA/KPI management, operational excellence, and continuous improvement.

The Senior Data Analyst will leverage tools such as Power BI, ServiceNow, Microsoft 365, Intune, SCCM/MECM, Azure Log Analytics, Nexthink, ControlUp, and other endpoint analytics platforms to monitor digital workplace health, identify experience gaps, and deliver insights that improve employee productivity and satisfaction.

Key Responsibilities

• Design, develop, and maintain Power BI dashboards, semantic models, datasets, and reporting solutions using DAX, Power Query/M, and row-level security (RLS) to provide real-time visibility into End User Services performance metrics.
• Build and manage Digital Employee Experience (DEX) analytics solutions using platforms such as Nexthink and ControlUp to measure device health, application performance, user experience, endpoint trends, and proactive support opportunities.
• Establish standardized reporting frameworks for SLAs, OLAs, KPIs, and contractual commitments, including executive dashboards, vendor performance reporting, trend analysis, and variance diagnostics.
• Develop robust data pipelines and integrations using SQL, PowerShell, Python, REST APIs, and Microsoft Graph APIs to extract, transform, and automate data from enterprise platforms including ServiceNow, Jira, Microsoft 365, Intune, SCCM/MECM, Azure Log Analytics, Nexthink, and ControlUp.
• Analyze operational trends and translate insights into recommendations that improve front-line IT support, including knowledge management opportunities, automation initiatives, shift-left strategies, training needs, and problem management improvements.
• Define and maintain data governance practices, including KPI definitions, data quality checks, documentation, source-of-truth datasets, and reporting standards.
• Publish certified Power BI datasets, applications, and report templates while enabling End User Services teams to effectively interpret and utilize analytics in daily operations and service reviews.
• Automate reporting processes, data refresh schedules, alerts, and notifications to reduce manual reporting efforts and improve operational responsiveness.
• Develop executive-level storytelling and presentations that connect operational metrics to business outcomes, including employee experience, productivity, cost optimization, and risk reduction.
• Partner with Service Desk, Deskside Support, EUC Engineering, Collaboration/M365 teams, Vendor Management, Finance, PMO, and Information Security teams to align reporting strategies, data definitions, and improvement initiatives.

Required Qualifications

• 2-4+ years of experience in Data Analytics, Business Intelligence, or Reporting roles, preferably supporting IT Service Management, End User Computing (EUC), or Digital Employee Experience (DEX) environments.
• Strong experience developing enterprise Power BI solutions, including data modeling, DAX, Power Query/M, Power BI Service, Power BI Apps, deployment pipelines, and row-level security.
• Advanced SQL skills with experience working across enterprise data platforms such as SQL Server and Azure SQL.
• Strong proficiency in Excel, including Power Query, Power Pivot, advanced formulas, and data analysis techniques.
• Experience with scripting and automation using PowerShell and/or Python for data extraction, transformation, and reporting workflows.
• Hands-on experience consuming REST APIs and Microsoft Graph APIs for data integration and automation.
• Proven experience developing SLA/KPI dashboards and operational reporting frameworks that drive measurable improvements within IT support organizations.
• Experience with Digital Employee Experience (DEX) platforms such as Nexthink, ControlUp, or similar endpoint analytics and monitoring solutions.
• Strong understanding of ITIL concepts, including Incident, Problem, and Change Management processes, with experience analyzing metrics such as MTTR, MTTA, first-contact resolution, backlog aging, ticket deflection, CSAT, and SLA compliance.
• Strong analytical, visualization, and storytelling skills with the ability to communicate complex insights to both technical and executive audiences.
• Excellent stakeholder management, collaboration, and continuous improvement mindset.
• Preferred Skills & Certifications
• Microsoft Certified: Power BI Data Analyst Associate (PL-300)
• Additional Microsoft certifications such as DP-900, DP-203, or Azure Data certifications
• ITIL® Foundation certification
• Experience with ServiceNow reporting, Power Platform (Power Automate), and automated reporting solutions
• Experience with Azure Log Analytics, KQL, Microsoft Defender, Microsoft 365 usage analytics, and endpoint telemetry
• Knowledge of Microsoft Purview, data governance frameworks, data cataloging, and data quality management
• Experience supporting vendor management, QBR/MBR reporting cycles, SLA compliance, and service performance reviews
• Experience using Nexthink and ControlUp for proactive endpoint monitoring, experience scoring, and digital workplace optimization