Reporting and MIS Lead-Data Analyst

Who We Are

Together, we’re on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It’s a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world’s leading manufacturer of generic medicines, and the proud producer of many of the products on the World Health Organization’s Essential Medicines List. Today, at least 200 million people around the world take one of our medicines every single day. An amazing number, but we’re always looking for new ways to continue making a difference, and new people to make a difference with.

The opportunity

Primary Purpose And Function Of This Position

IT Services and Support is looking for an experienced Reporting & MIS lead, Global Workplace Support Services, to lead the Customer Experience team that supports the 24x7 IT service desk team providing L1 support consistently across Teva. An ideal candidate will bring a combination of hands-on technical and proficient team management qualities in a fast paced and growing environment. In your journey with us, your prime responsibilities are:

• Manage all the reporting requirement(s) of the service desk(s), placed in 2-3 time zone locations.
• Create performance related reports at a process, location / site, country, team and agent level.
• Analyze operational requirements for new and current processes, work with stakeholders for driving process improvements.
• Perform analysis research, suggest improvement(s) and find resolution of business problems.
  
  

How You’ll Spend Your Day

Data Analysis & Reporting:

• Collect and analyze service desk data: Gather data from various sources (ticketing systems, call logs, surveys, etc.) to identify trends, patterns, and areas for improvement in service desk performance.
• Develop and maintain reports and dashboards: Create visualizations and reports to track key metrics such as first call resolution, average handling time, customer satisfaction, and incident volume.
• Identify root causes of recurring issues: Use data analysis techniques to pinpoint the underlying reasons for common problems and recommend solutions to prevent them.
• Forecast service desk demand: Analyze historical data and trends to predict future service demand and ensure adequate staffing and resources.
• Present findings and recommendations: Communicate data insights and recommendations to service desk management and other stakeholders in a clear and concise manner.
  
  

Service Desk Optimization

• Identify opportunities for process improvement: Analyze service desk workflows and procedures to identify bottlenecks and areas for increased efficiency.
• Develop and implement process changes: Collaborate with service desk management to implement changes based on data analysis and best practices.
• Evaluate the effectiveness of implemented changes: Monitor key metrics to determine the impact of process improvements and make further adjustments as needed.
• Contribute to the development of service level agreements (SLAs): Use data analysis to establish realistic and achievable SLAs.
  
  

Collaboration & Communication

• Work closely with service desk management and staff: Collaborate with service desk personnel to understand their needs and challenges and provide data-driven insights.
• Communicate effectively with stakeholders: Clearly communicate data findings and recommendations to various audiences, including technical and non-technical stakeholders.
• Strong presentation and influencing capabilities
• Build relationships with other teams: Collaborate with other departments, such as IT and customer support, to share data and insights.
  
  

Tools & Technologies

• Utilize service desk software and reporting tools: Be proficient in using service desk platforms and reporting tools to extract, analyze, and visualize data.
• Apply data analysis techniques: Have a strong understanding of statistical methods and data analysis techniques.
• Use data visualization tools: Be able to create charts, graphs, and other visual representations of data to effectively communicate insights.
  
  

Your Experience And Qualifications

Skills and Capabilities

• Expert knowledge on MS-Excel
• Basic MS-Excel - Data entry and formatting, simple formulas, presenting data in basic visual charts, sorting and filtering data
• Intermediate MS-Excel – Intermediate level formulas and functions, Creating charts and graphs, Data tables and what-if analysis, Formula tab and Functions library, Using formulas to manipulate basic data
• Advanced MS-Excel - Applying advanced formulas, extract insights from data, Auto filter, Record and edit macros, etc.
• Experience with Qlik Sense (preferable) or any similar data analysis platforms
• Working experience with a Data analytics tool, creating dashboards on the same
• Strong communication (verbal and written), presentation and influencing skills
• Strong analytical and problem-solving skills.
• High level of maturity and ability to interact with stakeholders at multiple levels.
• Strong focus on data quality and attention to detail
• 5+ years' experience as a Reporting Analyst, as part of a service desk or a call center.
• Strong written and oral communication skills: English – reading, writing, speaking; any additional language - a plus
  
  

Competencies

• Functional - Key functional requirements set by hiring manager
  
  

AC - Agility and resilience

AC - Analytical Thinking

AC - Communicating & Influencing

AC - Problem Solving

Teva’s Equal Employment Opportunity Commitment

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to support you throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, genetic information, marital status, sexual orientation, gender identity or expression, ancestry, national or ethnic origin, citizenship status, military status or status as a disabled or protected veteran, or any legally recognized status entitled to protection under applicable federal, state, or local laws.