Role Overview
We are hiring a Data Analyst I in Central Technology – ITS to provide operational reporting and insight across IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), and IT Procurement. As a Data Analyst you will own the monthly departmental reporting pack for our Leadership Team, making sure it is produced, populated with the right stats and insights, and matured over time so it remains a trusted view of how the department is performing. You will also work closely with process owners, engineering, and other stakeholders on impactful operational problems, translating them into data stories and delivering insights that inform day‑to‑day decisions and longer‑term improvements. You will work with data from sources such as ServiceNow (our primary system of record), Amazon Connect, LogicMonitor, and datasets in Snowflake, surfacing insight through tools such as Tableau and ServiceNow Performance Analytics, reports and dashboards. Alongside operational reporting you will help us monitor the performance of both our human teams and our AI / automated workflows, measuring whether they are meeting their intended purpose and helping us drive value from them.
Responsibilities
- Own the design and delivery of parts of Data Analytics solutions across ITSM, ITOM, ITAM and Procurement.
- Consume data from sources such as ServiceNow, Amazon Connect, LogicMonitor and Snowflake and translate business problems into data stories.
- Deliver work that informs business decisions for the operational area you currently work on.
- Leverage data analysis and visualization skills (e.g. Tableau, ServiceNow Performance Analytics) to answer business questions and create intuitive, actionable visualizations.
- Drive adoption of dashboards and metrics across the department – promote authoritative views, coach stakeholders, and retire duplicate or stale assets.
- Own the monthly departmental reporting pack for the Leadership Team, ensuring accurate stats and insights.
- Monitor the performance of operations, both human and AI / automated, flagging drift or anomalies, investigating root cause and helping the business drive value from automations.
- Collaborate with stakeholders (ITS leadership, process owners, operational engineers, support technicians, buyers) and communicate data insights effectively.
- Adapt existing internal Data Analytics approaches and expand technical competencies when more efficient methods become available.
- Grow craft skills while leveraging Data Analytics for impact on well‑defined business problems.
- Support junior peers through knowledge sharing and setting a good example.
- Network proactively with craft peers beyond the department’s scope.
- Familiarize with the larger data ecosystem at Booking and its relevance to your work.
- Engage with peers in related crafts (Data Engineering, ServiceNow platform, Automation owners) for specific projects.
- Understand the goals of your area (ITSM, ITOM, ITAM and Procurement operations).
- Ensure quality of your own work by validating it through peer review.
Qualifications
- Expertise in critical thinking, with an eye for detail and a proactive, adaptive mindset.
- Experience in data collection, preparation, processing, output and storage across multiple sources (ITSM, contact‑centre, monitoring and warehouse data).
- Experience with data visualization tools and visual communication (Tableau, ServiceNow Performance Analytics or equivalent).
- Experience in critical judgment and quality control, including reconciling conflicting numbers across systems.
- Awareness of tracking changes and coding.
- Strong SQL skills; Python is a plus.
- Awareness of statistical modeling, interference, experiment design and result interpretation.
- Experience creating and monitoring KPIs and translating business questions into data problems, including KPIs for AI / automated workflows.
Benefits and Perks
- Annual paid time off and generous paid leave scheme (parent, grandparent, bereavement, and care leave).
- Hybrid working with flexible arrangements and up to 20 days per year working from abroad (home country).
- Industry leading product discounts – up to 1400 per year – for yourself, including automatic Genius Level 3 status and Booking.com wallet credit.
We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and create an environment that allows everyone to thrive.
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