Senior Analyst, Services Strategy – Excellence

Role Overview

• Support and maintain ACS quality and client satisfaction reporting with clearly defined metric definitions, refresh cadence, and ownership.
• Partner with Client 360 team to capture and organize lessons learned and recurring themes to inform analytics enhancements and continuous improvement.
• Partner with PMO and Practice leaders to define clear problem statements, identify issues, track remediation plans, and confirm follow-through; escalate data integrity or delivery risk concerns through the agreed governance path.
• Partner across Services Strategy & Excellence, Services Operations, PMO, Resource Management, and AHEAD Consulting Services to define and maintain a standard metric set and dashboards.
• Analyze operational and financial data to surface trends, risks, and improvement opportunities; provide root-cause analysis and recommended actions.
• Assist in producing leadership-ready readouts with concise narratives and action-oriented recommendations.
• Maintain clear documentation: metric definitions, refresh cadences, version control, and ownership; enable self-service where appropriate.
• Translate ambiguous business questions into structured problem statements, analytical approaches, and clear decision options and recommendations for ACS leaders.
• Assist with monitoring PSA and related system data-quality controls to ensure reporting accuracy and timeliness.
• Support testing and rollout of reporting and governance tools; maintain release notes and user guidance.
• Troubleshoot data and reporting issues; coordinate with technical teams to resolve defects and root causes, including clear problem statements and validation checks.
• Design and refine processes, checklists, and SOPs that improve data capture and data hygiene.

Requirements

• Bachelor’s degree in Business Administration, Operations, Analytics, Finance, Information Systems, or related field (or equivalent experience).
• 5–8 years experience in professional/consulting services, services operations, PMO support, or business analytics (preferably IT services, managed services, or technology solutions).
• Based in India with required overlap with US time zones for recurring governance meetings and collaboration.
• Experience using operational and/or financial data (e.g., PSA, CRM, ERP, survey tools)
• Working knowledge of engagement delivery concepts (e.g., milestones, risks/issues, utilization, margin) and their link to client outcomes.
• Strong attention to detail and follow-through; ability to manage a recurring reporting cadence and action tracking while challenging and improving the underlying processes.
• Advanced Excel proficiency and experience with BI/reporting tools.
• Demonstrated ability to improve reporting efficiency through standardization and automation.
• Demonstrated critical thinking and structured problem-solving skills (e.g., able to move from vague issues to clear problem statements, hypotheses, analysis, and recommendations).
• Process mindset with experience mapping workflows, identifying bottlenecks or failure points, and proposing practical improvements.
• Comfort working in ambiguity and creating structure (lightweight processes, templates, cadences) where it does not yet exist.

Tech Stack

• ERP

Benefits

• Comprehensive health insurance coverage for employees, with options to extend coverage to dependents
• Paid time off and company holidays, along with additional leave benefits as per policy
• Flexible work arrangements, supporting work-life balance
• Learning and development opportunities to support continuous growth and upskilling
• Employee wellness initiatives and programs focused on physical and mental well-being
• Retirement and statutory benefits in line with India regulations
• Inclusive and people-first culture, with a strong focus on collaboration and ownership