The Role
We are looking for a motivated, analytical, customer focus, service oriented professional for the permanent position of Business Intelligence Analyst, Reporting and Analytics to interface with operations (front-line staff, Supervisors/Managers, and Support Staff). Work closely and collaboratively with operational managers and support team leaders to identify problem areas, trends, root cause and opportunities for improvement supported by data, and to consult and facilitate on the implementation of process improvements
Analytics:
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Analyzing service performance data and providing accurate and timely management information (root cause, trends, variation) on service delivery against contractual KPI’s;
- Quantitative and qualitative analysis of operational and service delivery data with summarization and action plan recommendations;
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Assess business processes and sources of data to develop new metrics that will influence change
Reporting:
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Timely, accurate and effective reporting of KPI and operational metrics;
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Development of new and improved reports to support operational demand and requests;
Support:
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To the operations: Supervisors, Management, Control Centre Manager and Business Leaders through ad hoc data mining and analysis as required to support improvement initiatives;
KEY RESPONSIBILITIES:
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Understand the overall business operations, developing innovative Control Centre solutions to help improve productivity and meet the contractual KPI’s;
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Provide guidance and support to the organization on procedures, reporting requirements and process improvement;
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Handle and resolve complex data requirements to determine service delivery and customer feedback volume, trends and develop long term strategies with key stakeholders;
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Utilize database to perform updates to scheduling, forecasting and service level databases through basic programming as assigned;
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Collaborate with IT to design, develop, execute, testing and maintenance of applications, data models for reporting and analytical purposes;
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Develop, implement and document the processes, systems and controls for compliance with processes and business needs, detailing all work efforts and knowledge translation to the IT department and support
stakeholder learning;
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Other related duties relevant to this position as may be required
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Comply with all regulations, policies and procedures pertaining to the operations including occupational health and safety, environmental, drug and alcohol, and quality.
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Design, develop and deploy Enterprise BI solutions that leverage common data architecture and data optimization approaches
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Design, develop and deploy interactive data visualizations using Power BI. Analyse complex business problems/data and translate that into visualization
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Create effective Power BI dashboards, reports, and applications utilizing best practices
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Collect and analyse requirements from users across the driver examination services program.
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Incorporate User Feedback to promote analytics self-service and drive adoption
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Collaborate with Power Users to enable Analytics Agility, faster Report Creation and insights
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Perform modelling of data and flows into Data Warehouse
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Understand and maintain the knowledge on Data Warehouse table designs, data definitions, and data integration
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Write complex SQLs queries and develop Microsoft SSIS, SSAS, etc.
- Experience with ETL methodology in performing Data Profiling, Data Migration, Extraction and Transformation. Must have skill to connect to various data sources like database, SharePoint, REST endpoints, Microsoft AD and ability work payloads in JSON, XML etc.
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Excellent analytical and program debugging skills
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Create Training Materials and administer end-user training
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Participate in code reviews – peer and junior.
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Participates in team-based projects, many of which may be matrix managed; must be accustomed to completing deliverables within time and budgetary constraints.
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Mentor junior staff members for career development.
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Work on multiple parallel projects and meet specified deadline and/or milestones
JOB REQUIREMENTS:
EDUCATION /CERTIFICATIONS:
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A bachelor’s degree in computer science or a related field is required, along with at least 2 years of experience in enterprise data warehousing and a minimum of 2 years working with Power BI.
SKILLS/Competencies (Interpersonal Communication, Financial, Managerial, Problem solving):
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Business process transformation, using data mining/warehousing applications. Demonstrated competence working with large data sets within multiple systems environment;
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PMI, Six Sigma and Competency in Business Analyst (CCBA) certification is nice to have;
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Member, International Institute of Business Analyst (IIBA) is desirable but not required.
KNOWLEDGE and EXPERENCE
- Knowledge of Power BI, Data Warehouse, and other related technologies.
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Ability to work with other reports/dashboard developers and other IT teams
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Excellent interpersonal, comm and presentation skills, and be a team player
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Design, develop and deploy interactive data visualizations using Power BI
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Create effective Power BI dashboards, reports, and applications utilizing best practices
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Incorporate User Feedback to promote analytics self-service and drive adoption
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Collaborates and openly seeks and shares information across teams and departments
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Takes initiative to complete critical tasks, and overcomes obstacles in a proactive manner
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Works well in a growing, fast-paced, entrepreneurial environment
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Keeps informed on the latest technological approaches and trends in his/her technical field
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Brings a work ethic that inspires your fellow team members to give their best
Business Operational Expertise
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Knowledge of business theory, business processes and business office operations developing report specifications with key stakeholders based on end-user requirements and business needs;
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Advanced knowledge of operations support area such as scheduling, staffing, planning, administration and working/managing multiple work streams;
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Experience in handling high volume, multi-task work load, extracting data from multiple locations;
Extensive experience working in a techno-functional analytical role within control centres / contact centres.
Health & Safety:
- Ensures the on-going maintenance of a safe, healthy and sustainable working environment, and works in compliance with H&S rules and regulations.
Other:
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Comply with Serco Canada Inc. policies and procedures
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Performs other tasks as assigned.
Serco Canada Inc. strives to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves the Canadian Federal and Provincial governments and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.
Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.
Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.
To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.
Serco complies with all applicable federal, provincial, and local leave laws This is a Canada-based role and this position is for an existing vacancy, unless stated otherwise in the job description. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: [email protected].
