Data Analyst- ITSM- Remote

We are seeking a highly skilled Data Analyst with deep expertise in IT Service Management (ITSM), advanced Power BI experience. This role is critical in driving visibility into IT operations by transforming complex service data into meaningful, actionable insights that support service excellence, operational efficiency, and strategic decision-making. • Strong SQL expertise • Writing complex queries • Working with relational datasets • Supporting analytics at scale • Advanced Power BI skills • Building complex DAX measures • Leveraging Power BI functions for analytics • Publishing and maintaining production dashboards • ITSM‑aligned analytics • Understanding and analyzing IT operational metrics (e.g., MTTA, SLA, KLOs) • Translating operational performance into actionable insights • Data modeling & transformation • Data normalization • Structuring tables for reporting • Transforming raw operational data into analytics-ready models • Operational mindset • Ability to not just report data, but interpret it and recommend actions that improve IT operations • Nice-to-have (not critical) • Familiarity with ITSM tools or frameworks • Jira Service Management knowledge is explicitly not a focus area for this role