IT Data Analyst

The IT Data Analyst is a key specialist responsible for providing data-driven insights to optimize service delivery, operational excellence, and the AI and Automation Roadmap for the Engineering L1 Support Team as part of the Integral Operations organization.

Responsibilities

- Data-Driven Opportunity Identification: Continuously analyzes service data (e.g., ticket volume, MTTR, SLAs) to discover patterns, identify the most costly tasks, and actively propose concrete opportunities for automation, efficiency, and Shift-Left.
- AI and Automation Roadmap Support: Collaborates with engineering teams to develop data-driven business cases for AI/AIOps initiatives (such as agent implementation) and measures the impact and return on investment of implemented solutions to drive the AI and Automation roadmap.
- Operational Dashboarding: Designs, builds, and maintains operational performance dashboards, focusing on key metrics that measure service quality beyond traditional SLAs, to increase employee productivity.
- Process Optimization for CSI: Uses data analysis to foster a culture of Continuous Service Improvement, standardizes complex Level 2 (L2) processes for absorption by the Managed Service Provider (MSP), and clarifies operational ambiguities based on data evidence.
- Stakeholder Communication: Presents data insights and strategic recommendations to Service Owners, the leadership team, and vendors (Vendor Performance Management),



ensuring clear and fact-based communication regarding performance and improvement opportunities.

Qualifications

- Education / Experience
- Bachelor Degree or equivalent qualification
- 2-3 years experience in analyzing operational and service data, with a focus on identifying opportunities for process improvement and efficiency
- Knowledge in Service Management (ITIL) and experience in complex managed services environments
- Previous experience contributing to Continuous Service Improvement (CSI) initiatives

- Technical Skills

- Proficiency in data analysis and Business Intelligence (BI) tools for creating dashboards and extracting insights (e.g., Tableau, Power BI, Splunk, DataDog, ServiceNow)
- Familiarity with AI, Machine Learning, Agentic AI, and AIOps concepts within the context of infrastructure operations or services
- Experience using scripting or programming tools for manipulating and analyzing large datasets (e.g., Python, SQL)
- Understanding of DevOps methodologies and automation best practices to streamline service workflows and reduce manual ticket volume through operational efficiency

- Additional Qualifications

- Proven ability to work collaboratively on global and interdisciplinary initiatives
- Mindset of constantly seeking improvement and efficiency

Roche is an Equal Opportunity Employer.

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📌 IT Data Analyst - RDT Digital Operations and Reliability (Madrid)
🏢 F. Hoffmann-La Roche
📍 Madrid