Job Description

The Senior Operations Analyst, Business Intelligence is a subject-matter expert responsible for the stability, reliability and continuous improvement of enterprise BI products across company BI platforms. The role leads complex incident resolution, drives root-cause analysis and proactively improves BI Operations processes, standards and BI product and platform health. This role acts as a technical authority within BI Operations and a key escalation point between end users, analytics teams, data engineering, and platform teams.

Responsibilities

Technical support and Issue resolution

• Act as next-level escalation point for complex BI incidents across Power BI and SAP Business Objects.
• Owns end-to-end resolution of critical production incidents, including stakeholder engagement and communication.
• Leads in-depth root-cause analysis of recurring data refresh, performance and access-related issues.
• Translate business questions into actionable support tasks, enhancements or incident resolutions.
• Ensure close and efficient collaboration between the BI Operations and Enterprise Data Operations teams to root cause and resolve issues.

Platform and Report maintenance

• Proactively monitor BI platforms and BI product health, identifying stability, performance and adoption risks.
• Drive continuous improvement projects to prevent recurring incidents and performance issues.
• Collaborate with Enterprise Data Operations and Platform Teams on controlled rollout of platform changes, upgrades and new BI capabilities.

Documentation and Process Improvement

• Lead processes to review and approve Power BI reports and semantic models prior to deployment to production.
• Ensure deployment of Power BI reports and semantic models through fixed schedules and release plans, while keeping close communication with key stakeholders on deployments.
• Define and enforce BI Operations standards, best practices and processes.
• Drive continuous improvement of BI Operations processes, tooling and documentation.
• Contribute to knowledge base documentation and ensure consistent documentation practices across the team.

Collaboration

• Lead communication efforts regarding disruptions in service or service outages of BI products or BI platforms to key stakeholders or broader audiences.
• Collaborate closely with AI, BI Analyst, Analytics Engineering, Data Engineering, Enterprise Data Operations and Platform teams to resolve systemic issues and outages.
• Communicate with cross functional stakeholders at an operational level regarding policies, standards, practices, and procedures.
• Act as a mentor to other BI Operations team members sharing best practice, providing support and guidance as relevant.

Qualifications

• Bachelor's degree in Business, Computer Science, Information Systems, or a related field is required; advanced degree (Master's or PhD) is preferred.
• Minimum of five years relevant experience in BI Operations, BI development or analytics roles; ideally in a reporting and/or analytics role.
• Extensive experience supporting enterprise Power BI and/or SAP Business Objects (or equivalent) environments in production.
• Experience with AI-assisted analytics or emerging BI technologies, preferred.
• Expert analytical and root-cause analysis skills, with the ability to remain calm and decisive in high-pressure situations with production issue.
• Expert-level troubleshooting skills across data models, data pipelines, performance and security.
• Strong SQL skills and advanced working knowledge of Power BI Desktop and DAX.
• Advanced knowledge of the BI technical area, typically obtained through advanced technical education combined with experience.
• Strong ownership mindset and accountability for platform stability and service quality.
• Experience with production operations models, incident management and Service Level Agreements.
• Excellent stakeholder communication and expectation management, with a proven ability to communicate clearly during high-impact incidents with both technical and non-technical audiences.
• Strong mentoring and knowledge sharing capabilities.
• Ability to influence without formal authority across cross-functional teams.
• Deep attention to detail and commitment to quality.
• Practical knowledge of project management principles.
• Fluency in Artificial Intelligence (AI) and data concepts, including the ability to critically evaluate AI outputs, improve workflows using approved tools, identify and mitigate bias or inaccuracies, and communicate AI-driven insights clearly and responsibly to peers and managers.