Job Description

Reporting Analyst

Req number:

R8465

Employment type:

Full time

Worksite flexibility:

Remote

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

As a Reporting Analyst you will support enterprise reporting and analytics initiatives within the Service Desk Practice transforming operational data into clear actionable insights.

Job Description

CAI is seeking a detail-oriented Reporting Analyst to focus on developing and maintaining operational reports, dashboards, and scorecards, analyzing performance trends, and providing recommendations to internal stakeholders and clients. The ideal candidate is skilled in data analysis, data storytelling, and translating complex findings into clear, strategic recommendations. They will collaborate closely with stakeholders to drive operational efficiency, support decision-making, and contribute to continuous improvement across the organization. This position is full-time and remote.

What You’ll Do

• Design, build, and maintain operational reports, dashboards, and scorecards using data from multiple sources
• Analyze service desk and operational data to identify trends, anomalies, cost drivers, and opportunities for improvement
• Develop clear, concise summaries and data stories for internal and client facing presentations
• Monitor and audit data quality; investigate and resolve anomalies as needed
• Support predictive modeling efforts (e.g., staffing forecasts, shift left analysis, cost-benefit analysis, and return on investment (ROI) analysis)
• Provide reporting support for up to three Service Desk accounts as a primary analyst and may serve as backup on additional accounts as needed
• Calculate and track key performance metrics, including cost per transaction and quality indicators
• Compare client performance against industry standards and recommend improvements
• Support the development and implementation of customer satisfaction measurement programs
• Provide insights and recommendations to enhance service delivery, reduce costs, and improve customer experience
• Participate in operational and client meetings to present findings and support decision making
• Partner with internal teams and external clients to understand reporting needs and deliver tailored solutions
• Execute project based analytical and consulting activities that support operational objectives
• Document business requirements, workflows, and reporting processes
• Collaborate with team members by sharing best practices, analytical techniques, and lessons learned to support team effectiveness
• Leverage Power BI to create visual reports and dashboards and enhance reporting capabilities by applying tools such as Power Query, DAX, and SQL to model and visualize data
• Collaborate with BI developers to ensure platform stability and alignment with reporting needs
• Contribute to the continuous improvement of Power BI assets and dataflows
• Leverage AI and automation tools to streamline data analysis and reporting processes, improve data quality and accuracy, and deliver timely, actionable insights to support business decision-making

What You'll Need

Required:

• Bachelor’s degree in IT, Computer Science, Statistics, or related field (or equivalent experience)
• Minimum 1 year of experience in data analysis and reporting
• Minimum 1 year of experience in creating and maintaining reports, dashboards, and datasets
• Experience documenting business requirements and workflows
• Strong proficiency in MS Excel and MS Office Suite
• Strong written and verbal communication skills
• Ability to work independently and manage multiple priorities effectively
• Familiarity with IT Service Management, Service Desk, or IT environments
• Strong analytical and problem-solving abilities with high attention to detail and strong organizational skills
• Demonstrated integrity, accountability, and a commitment to excellence
• Excellent time management and prioritization skills

Preferred:

• Experience with Power BI development and administration (Power Query, DAX, SQL)
• ITIL Foundation certification
• Microsoft PL-300 or PL-400 certification
• Background in call centers, service desks, or technical support
• Experience with relational databases; T-SQL, SSRS, SSIS
• ServiceNow ITSM experience

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

#LI-AE1

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

$63,000-$65,000 per year

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.