Position Description & Qualifications

Purpose of the Job:

This position exists to drive optimization of contract performance efficiency and profitability using data performance measurement systems, specifically…

Create business intelligence tools and reports, such as physical data models and dimensional analyses. Design, code, test, and aggregate results from SQL queries to provide actionable information to users. Create and modify enterprise resource planning (ERP) system of integrated applications in Service Now to manage the business and automate office functions. Drive continuous service delivery and productivity improvements.

Primary Duties And Responsibilities

Data Mining: Accessing raw data sources (QMatic, Scheduler, CostPoint etc. to extract data required for analysis/ business improvement purposes. Data Formatting & Design: Translation of raw data into an intelligible format to facilitate analysis or for direct reporting. Design, build and deploy BI solutions (Automation of NIs to DT website, extended hours invoicing, KPI monitoring systems, employee performance monitoring, etc.) in Service Now or other BI tools. Create event server, custom objects, reporting, data archive, schedule tasks, database tasks. Create tools to store data (e.g. SQL tables, OLAP cubes). Develop, implement, and optimize stored procedures, triggers and functions using T-SQL. Data Analysis: Interpretation of formatted data to identify trends & areas requiring further investigation with a view to solutioning. Review and interpret ongoing business report requirements. Build appropriate and useful reporting deliverables. Analyze existing SQL queries for performance improvements. General Reporting: Ensure problem-free generation of regularly scheduled reports (various KPI reports and other internal reports) and timely generation of ad-hoc reports. Oversight of all reports with standing objective to reduce report volumes & automate wherever possible. Business Intelligence Development & Maintenance: Ongoing development of Power BI or other DES business intelligence tool i.e. development of screens/ dashboards/ reporting as required and routine maintenance tasks (access controls, account creation/ resets etc.). Solution Development: Application of objective disciplines to determine possible improvement actions and set improvement targets/ timelines. Solution Driving: Development of roll-out plans, stakeholder dialogue, communications and implementation plans for proposed solutions. General: Generate analyses and reports for both contractual compliance, identifications of business improvement opportunities and Serco Group obligations. Assist with the provision of technical/ other support in the development of user specifications and design of programs to improve service delivery. Participate in departmental, cross-functional and customer meetings and working groups as required. Provide cover for, and assistance to the Business Improvement Analysts as directed. Other related duties relevant to this position as may be required Competencies

Knowledge of BI technologies (e.g. Microsoft Visual Studio, Power BI including advanced excel, Service Now) Knowledge of SQL queries, SQL Server Reporting Services (SSRS) and SQL Server Integration Services (SSIS) Background in data warehouse design (e.g. dimensional modeling) and data mining. In-depth understanding of database management systems, online analytical processing (OLAP) and ETL (Extract, transform, load) framework. Effective communication skills and ability to work cross functionally within the organization. Excellent collaborative and organizational skills. Strong degree of integrity and judgment. Willing to take ownership for the outcomes of tasks within scope of responsibility. Strong planning, coordination, execution, and analytical skills. Proven ability to meet deadlines and changing priorities.

Personal Attributes

Innovative, creative, and agile. Problem-solving aptitude. Visibly demonstrates Serco Values and work practices. Displays an eagerness to continually improve their skills and learn new technologies. Comfortable with an environment where priorities change frequently. Ability to work and deliver strong results in a dynamic team environment.

Qualifications

Post-secondary education in Business, Information Technology, or another related field. At least 3-5 years analytical experience, preferably within a large organization dealing with large data sets. Proficient in Microsoft SQL platform with extensive knowledge of T-SQL development (SSIS, SSAS, SSRS and Power BI). Experience working directly with business users to build reports, dashboards and solving business questions with data. Expertise with front end business intelligence solutions, such as Service Now. High degree of competence with MS Office – good data analysis abilities. Has high level of knowledge of commonly used concepts, practices, and procedures within a particular field. Possesses comprehensive knowledge of subject matter. Experience developing workflow apps in Service Now Primary job functions that require exercising independent judgment. Certification and experience in Service Now development

Other

Performs other tasks as assigned.

Company Overview

Serco Canada Inc. strives to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves the Canadian Federal and Provincial governments and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.

Serco complies with all applicable federal, provincial, and local leave laws This is a Canada-based role and this position is for an existing vacancy, unless stated otherwise in the job description. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com.