Associate Analyst, Operations & Reporting 

Under the supervision of the Service Delivery Manager, the Operations & Reporting Associate Analyst is responsible for developing and maintaining Power BI dashboards, datasets, and reporting tools that support operational performance, KPI tracking, and client-facing analytics. The role also supports key operational tasks including sales order intake, contract maintenance, customized billing, and vendor coordination. This position combines strong analytical/reporting expertise with essential day-to-day operational support to ensure accurate data, streamlined processes, and effective service delivery.

RESPONSIBILITIES:

Develop, maintain, and enhance Power BI dashboards, reports, KPI scorecards, and visual analytics Build and manage datasets, dataflows, and data models using Power Query (M), DAX, and best-practice data modeling techniques Ensure reports follow clean UI/UX standards, support drill-through views, and meet business reporting needs Manage workspace permissions, scheduled refreshes, and on-premise gateway connections for reliable data availability Analyze operational trends and service performance, providing insights to support decision-making and SLA management Prepare monthly and quarterly reporting packages and support client review discussions with clear, insight-driven analysis Integrate and transform data from ERP systems, Excel, SharePoint, and service platforms to support reporting accuracy Support the delivery of Ricoh Managed Document Services in alignment with SLAs, contracts, and Statements of Work Act as a liaison between the Managed Services team and cross-functional Ricoh departments Assist in creating, improving, and documenting operational and printing support processes Monitor SLA compliance, identify optimization opportunities, and support continuous improvement initiatives Perform key operational tasks such as sales order processing, contract updates, billing support, and vendor coordination Support the Service Delivery Manager with data-driven insights and day-to-day operational activities Other duties as assigned

EDUCATION & EXPERIENCE:

Post-secondary education (Technical Degree, Diploma, or Certificate) Minimum 2 years experience in reporting, analytics, operations support, or similar roles Previous administrative and customer service experience is an asset

SKILLS:

Strong hands-on experience with Power BI including: Data modeling and relationship design DAX for measures, logic, and calculated tables Power Query (M) data transformation Dataset and dataflow creation and maintenance On-premise gateway management Report UI/UX design, drill-through, bookmarks, RLS, and advanced visualization features Integrating data from Excel, SharePoint, databases, and ERP platforms Advanced Excel skills; Power Query, PivotTables, and VBA/Macros considered an asset Proficiency in MS Office; Visio and SharePoint experience an asset Experience with Baan or other ERP systems is an advantage General understanding of printing, scanning, and networking technologies Strong communication, documentation, and client-facing presentation skills Ability to prioritize tasks effectively in a fast-paced environment High attention to detail, strong analytical thinking, and the ability to work independently