Data Analyst (m/w/d) focus on ticket systems

Leistungsbeschreibung

We are seeking a skilled Senior Manager to advise a strategic optimization and automation program. This role will focus on analyzing ticket trends, identifying process inefficiencies, and providing data-driven insights to shape the program's roadmap and priorities.

Anforderungen

• Conduct in-depth analyses of incident ticket data, including volume trends, resolution times, and first-fix rates
• Develop predictive models to identify high-impact optimization measures and potential Quick-Wins
• Collaborate with Domain Leads to provide insights into prioritization decisions and roadmap alignment
• Design and maintain KPI dashboards for tracking ticket reductions, routing accuracy, and other key metrics
• Partner with the customers team to refine ticket-routing workflows and validate automation opportunities
• Conduct root cause analyses to identify blockers and recommend data-driven solutions
• Present findings and actionable insights to stakeholders across streams

• Strong background in business analysis and data science, with proven experience in analyzing large datasets
• Expertise in data visualization tools and programming languages
• Experience in incident management, ticketing systems, and automation workflows
• Strong communication and presentation skills, with the ability to translate complex data into actionable insights

Preferred Qualifications:

• Advanced degree in Data Science, Business Analytics, or a related field

Über den Auftraggeber

Onsite Stunden: 80

Offsite Stunden: 880 oder 1760

Start-/End-Datum: 01.01.2025 - 31.12.2025

Auslastung: Teil- sowie Vollauslastung wird gesucht.

Standort: Essen