MI Reporting & Problem Analyst

Career Type: Service Desk/Support

Location: Commutable to Nottingham

In A Nutshell

As an MI Reporting/Problem analyst, you will be responsible for managing, designing, developing BI reports and

dashboards. You will work closely with various stakeholders to understand their data needs and deliver solutions that

meet them. The role will also work alongside our Problem Management function to manipulate data using data analysis

tools to discover trends. This role will suit candidates from an IT support background who are passionate about delivering

exceptional IT services, have a keen for data and reporting analytics along with a proactive problem-solving approach.


  • Design, develop, and maintain Power BI dashboards and reports.
  • Perform data extraction, transformation, and loading (ETL) processes from Service Now to BI.
  • Collaborate with stakeholders to understand their data needs.
  • Ensure the accuracy and reliability of data presented in the dashboards.
  • Troubleshoot data-related issues and maintain the Power BI infrastructure.
  • Manage data exceptions ensuring monthly contracted SLA reporting is accurate.
  • Produce weekly/monthly/ad hoc reports for various reporting processes.
  • Present and talk though data on daily standup meetings.
  • Ensure documented processes are reviewed regularly and updated/retired where applicable.
  • Stay updated with the latest Power BI features, updates, and best practices.
  • Produce reports and analyse repeat Incidents for areas of improvement.
  • Create problem entries within the ITSM tool (Service Now).
  • Identify subject matter expert and appropriate technology teams to be engaged during the problem investigation(s).
  • Drive Problem Management investigations with technical subject matter experts to establish root causes and implement corrective actions.
  • Review all major incidents to ensure problem records are correctly opened and proper ownership is established.
  • Ensure post incident review documents are written/reviewed and signed off within agreed client SLA’s.
  • Work with the Problem Manager to ensure incidents have satisfactory problem statements.
  • Attend Problem review meetings and host in the absence of the Problem Manager.
  • Manage dashboards to show progress/performance of the Problem Management function.

Key Skills

  • Proficiency in Power BI and Service Now.
  • Experience with SQL, and other data languages.
  • Strong understanding of data analysis.
  • Significant attention to detail and an ability to quickly spot data trends.
  • Excellent problem-solving skills and attention to detail.
  • Data-driven and analytical mindset.
  • Strong communication skills and working well in a team.
  • Time and cost savings through the elimination of recurring issues.
  • Detail-oriented with the ability to work under pressure and meet deadlines.
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