Manager Data Science / Business Analytics (m/f/d) incident ticket data volume trends resolution times ID25871-0

This is a remote position.

Manager Data Science / Business Analytics (m/f/d) incident ticket data volume trends resolution times ID 25871-0

Onsite Stunden:                     80

Offsite Stunden:                     880

Location:                                 Essen

Gewünschtes Eintrittsdatum: 01.01.2025

End-Datum:                            31.12.2025

Role Overview:

We are seeking a skilled Senior Manager to advise a strategic optimization and automation program.

This role will focus on analyzing ticket trends, identifying process inefficiencies, and providing data-driven insights to shape the program's roadmap and priorities.

Key Responsibilities:

• Conduct in-depth analyses of incident ticket data, including volume trends, resolution times, and first-fix rates.

• Develop predictive models to identify high-impact optimization measures and potential Quick-Wins.

• Collaborate with Domain Leads to provide insights into prioritization decisions and roadmap alignment.

• Design and maintain KPI dashboards for tracking ticket reductions, routing accuracy, and other key metrics.

• Partner with team to refine ticket-routing workflows and validate automation opportunities.

• Conduct root cause analyses to identify blockers and recommend data-driven solutions.

• Present findings and actionable insights to stakeholders across streams.

Qualifications:

• Strong background in business analysis and data science, with proven experience in analyzing large datasets.

• Expertise in data visualization tools and programming languages.

• Experience in incident management, ticketing systems, and automation workflows.

• Strong communication and presentation skills, with the ability to translate complex data into actionable insights.

Preferred Qualifications:

• Advanced degree in Data Science, Business Analytics, or a related field