Data Analytics & Quality Specialist

Job Summary

As an Analyst Quality & Service Improvement, you will support SITA's service improvement priorities by turning ITSM, quality, customer, and operational data into clear insights, reliable dashboards, and actionable improvement recommendations. This role sits at the intersection of reporting, data analysis, audit, and quality improvement. You will help define KPIs, improve data accuracy and consistency, conduct data-quality and ITSM reviews, and support corrective actions through to closure. Success in this role means creating trusted reporting, identifying trends and risks early, and enabling better decisions for service performance and continuous improvement.

Responsibilities

• Analyze ITSM, quality, customer, and operational data.
• Develop Power BI and Excel reports and dashboards.
• Use Python and R to identify trends, risks, and anomalies.
• Monitor and improve data accuracy and consistency.
• Define KPIs, data sources, and reporting requirements.
• Conduct ITSM audits and data-quality reviews.
• Identify gaps and recommend improvement actions.
• Track audit findings and corrective actions to closure.

Qualifications

Experience

• 1-2 years of experience in data analysis, data quality, quality assurance, service improvement, IT service management, knowledge management.

Knowledge and Technical Skills

• Proficiency in Excel and Power BI for data analysis, reporting, and dashboard development.
• Working knowledge of Python and R for data cleaning, analysis, visualisation, and automation.
• Basic knowledge of HTML and Microsoft 365 tools, including SharePoint and Teams.
• Understanding of data analysis, data quality, statistical methods, and trend identification.
• Ability to identify inaccurate, incomplete, duplicated, or inconsistent data.
• Understanding of ITIL practices, ITSM operations, and continuous service improvement.
• Knowledge of AI, automation, networks, and application support is an advantage.

Functional Skills

• Reporting and data analysis
• Data quality and assurance
• Audit and compliance management
• KPI and performance measurement
• Process and service improvement
• Root-cause and trend analysis
• Problem-solving and critical thinking
• Project and action management
• Stakeholder management
• Communication and presentation
• Teamwork, adaptability, and attention to detail

Education and Qualifications

• University degree or diploma in Data Science, Data Analytics, Computer Science, Information Technology, Engineering, Business Analytics, Statistics, or a related discipline.
• Certification or training in Microsoft Power BI, Excel, Python, R, SQL, data analytics, or data visualisation is an advantage.
• ITIL certification Lean Six Sigma, Quality Management, or Service Management certification is an advantage.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.