Data Analyst

We are seeking a detail-oriented and analytical Data Analyst to join our team based in Rugby and reporting into the IT Lead. In this role, you will be responsible for collecting, modelling, and analysing operational and business data, with a heavy emphasis on tracking and reporting on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). You will collaborate with cross-functional teams to design interactive dashboards, identify operational bottlenecks, ensure compliance with service targets, and deliver actionable insights to leadership.

Key Responsibilities

SLA & KPI Tracking & Reporting:

• Collaborate with department heads and operational teams to define, refine, and track critical KPIs and operational SLAs.
• Build, maintain, and automate real-time dashboards to track performance against SLAs and business KPIs.
• Generate daily, weekly, and monthly SLA compliance and KPI performance reports for internal executives, clients, or vendor management.

Data Extraction, Transformation, & Modelling:

• Clean and validate raw datasets to ensure data integrity, accuracy, and consistency across all metrics and reports.
• Establish automated data pipelines to replace manual reporting workflows and reduce report turnaround times.

Strategic Analysis & Business Collaboration:

• Translate complex statistical findings into clear, business-focused narratives for non-technical stakeholders.
• Partner with operational leaders to identify process improvement opportunities that reduce SLA breaches and drive efficiency.

About You

SLA/KPI Expertise: Proven experience designing and implementing performance tracking frameworks (SLAs, OLAs, KPIs, OKRs).

Technical Skills: Advanced SQL querying (joins, window functions, aggregation, subqueries); proficiency in Power BI, Tableau, or Looker; and mastery of Microsoft Excel / Google Sheets (Power Query, Pivot Tables, Advanced Formulas).

Key Competencies: Exceptional commitment to data accuracy and quality control; strong root-cause analysis skills to pinpoint why targets are missed; ability to communicate technical analysis to stakeholders across all levels; and capability to balance automated recurring reporting with ad-hoc requests.