· Worked closely with delivery leaders and SME teams to drive appropriate system enhancements for metrics and reporting which improve day to day operational efficiency.
· Performed data analysis with Python and Excel on data collected using MySQL to provide actionable insights for making recommendations on key business strategies of the support organization.
· Involved in building advanced analytical models using Python and advanced Excel skills to support key Global Support projects which enhances performance of SME teams.
· Created, analyzed key metrics using complex modeling and data visualization skills using Tableau dashboards and QBR reporting on ServiceNow Platform.
· Involved in weekly meetings to interpret customer business needs and translate them into models and operational requirements.
· Have a hands-on experience on Performance Analytics ServiceNow tool to build dashboards for different Business Units.
· Worked closely with the BI team in providing business acumen to developers and helped in shaping out the dashboards effectively.
· Involved in building a consolidated data model to reduce the complexity and improve the performance of the models.
· Worked extensively on building a product to automate QBR metrics for Support Mangers from the Tableau dashboard.