SLA Reporting Analyst (Excel & Power BI)

Position Description:

About CGI
Founded in 1976 CGI is among the worlds largest independent IT and business consulting services firms. With 94000 consultants and professionals globally CGI delivers an end-to-end portfolio of capabilities from strategic IT and business consulting to systems integration managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more .

Job Title: Senior SLA Reporting Analyst (Excel & Power BI)
Position: SSE
Experience: 5 to 10 years of experience
Category: Infra services
Job location: Bangalore
Shift: North American shift
Position ID: J0326-1576
Work Type: Hybrid
Employment Type: Full Time / Permanent
Qualification: Bachelors or Masters degree in Computer Science Engineering or a related field.

Role Overview
We are looking for an experienced SLA Reporting Analyst (510 years) to lead service performance reporting drive data-driven insights and enhance reporting maturity. This role requires strong expertise in Excel Power BI and SLA/KPI management along with the ability to work closely with leadership and service delivery teams.

Key Responsibilities
SLA Governance & Reporting Ownership
Own end-to-end SLA/KPI reporting framework across services.
Define track and improve SLA metrics aligned with business objectives.
Proactively identify SLA risks breaches and improvement areas.
Ensure compliance with contractual SLAs and reporting standards.
Advanced Data Analysis & Insights
Perform deep-dive analysis on SLA breaches recurring incidents and service trends.
Correlate data across Incident Problem Change and Request modules.
Provide predictive insights and recommendations to improve service performance.
Support leadership with data storytelling and executive summaries.
Power BI Dashboard Development
Design and maintain enterprise-level dashboards using Power BI.
Develop complex DAX measures data models and drill-down capabilities.
Integrate multiple data sources (ITSM tools Excel databases).
Drive dashboard adoption and usability across stakeholders.
Excel-Based Reporting & Automation
Build and maintain advanced Excel models:
Power Query Power Pivot
VBA/macros for automation
Reduce manual effort through report automation and standardization.
Stakeholder Management
Engage with Service Managers Delivery Leads and Clients.
Present insights in governance forums (weekly/monthly reviews).
Translate technical data into business-impact narratives.
Continuous Improvement & Process Optimization
Drive Continuous Service Improvement (CSI) initiatives.
Standardize reporting templates and KPIs across accounts.
Identify opportunities for automation AI-driven insights or tool enhancements.

Required Skills & Experience
Technical Skills
Advanced Microsoft Excel (Power Query Power Pivot VBA preferred)
Strong Power BI expertise:
Data modeling and transformations
Advanced DAX
Dashboard optimization
Experience with ITSM tools (e.g. ServiceNow Remedy Jira)
Basic knowledge of SQL or data extraction techniques
Analytical & Functional Skills
Strong analytical thinking and problem-solving ability
Experience handling large and complex datasets
Ability to identify trends anomalies and actionable insights
Domain Knowledge
Strong understanding of ITIL processes:
Incident Problem Change Service Level Management
Experience in SLA management and reporting governance

Qualifications
Bachelors degree in IT Business Analytics or related field
510 years of experience in SLA reporting / MIS / Service Management analytics

Preferred Qualifications
ITIL Foundation / Intermediate
Experience in client-facing roles
Exposure to automation tools or scripting (Python R optional)
Knowledge of data warehousing concepts

Key Competencies
Strong stakeholder and client management
Excellent communication & storytelling with data
Ownership mindset and accountability
Ability to work in high-pressure deadline-driven environments

CGI is an equal opportunity addition CGI is committed to providing accommodation for people with disabilities in accordance with provincial legislation. Please let us know if you require reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

Skills:

• Macro
• ServiceNow

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.