Data Analysts – ITSM & Azure Data Platform

Join OneAdvanced. We are looking for a Data Analyst with a passion for turning complex operational data into actionable insight. You will work across our ServiceNow ITSM platform and Azure-based data platform (including OneLake and Databricks) to design and deliver insightful reports, dashboards, and analytics using Power BI or ServiceNow dashboards. This role is key to supporting decision-making, service performance improvement, and customer transparency across our managed services portfolio.

What You Will Do

• Analyse ITSM, ITOM, and CSM data from ServiceNow to identify trends, issues, and opportunities for improvement.
• Analyse data from various sources to enable insightful reporting.
• Collaborate with operations, customer success, professional services, sales, marketing and finance teams to develop and maintain KPI dashboards and performance reports.
• Support the development of self-service reporting via Power BI.
• Work with the data engineering team to validate and transform data ingested from ServiceNow into Azure One Lake and Databricks.
• Define data models, joins, and relationships to optimise reporting and analytics.
• Help shape standard data domains (e.g., incidents, changes, assets, SLAs) for consistent use across reporting.
• Engage with stakeholders across operations, service delivery, customer experience, and management to understand reporting needs.
• Translate business requirements into structured datasets and visual outputs.
• Ensure ServiceNow data quality and work with platform teams to address anomalies.
• Maintain and evolve a data dictionary for data in Azure One Lake and Databricks.
• Maintain and evolve reporting catalog for all business reports and dashboards.
• Contribute to data governance initiatives and metadata management practices.

What You Will Have

• 5+ years’ experience as a Data Analyst working in IT Services or Managed Services environments.
• Solid understanding of ITSM data structures (e.g., incidents, changes, SLA metrics) and process reporting.
• Proficient in Power BI and DAX, with experience building enterprise dashboards and paginated reports.
• Experience querying and transforming data using Azure Databricks.
• Familiarity with Databricks, OneLake, Lakehouse concepts, and Delta Lake.
• SQL skills and experience with relational and semi-structured data.
• Analytical thinker with strong problem-solving ability.
• High attention to detail and data accuracy.
• Clear communicator, able to simplify complex data into business stories.
• Self-starter with a continuous improvement mindset.
• Strong collaboration and stakeholder engagement skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks, prioritise effectively, and meet business deadlines.
• Ability and willingness to travel as required.

What We Do For You

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year.
• Exceptional family leave: 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave.
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay.
• 24/7 Employee Assistance Programme for confidential support.
• Private medical insurance for everyone, no medical-history exclusions.
• Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures.
• Income protection: up to 75% salary for 5 years if you ever need it.
• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library.
• Access to external training and apprenticeships.
• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding.
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger.

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society. We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more. OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia. Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation. We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet. Join us and become part of a team that’s powering the world of work and making a real difference.