New

Sr System Analyst - Metrics

Consolidated Edison Company of New York
$95,000.00 - $130,000.00 / yr
United States, New York, New York
4 Irving Place (Show on map)
Feb 18, 2026
Overview We are seeking a highly skilled, results-driven Senior Systems Analyst to provide support within the service desk and operations center group focused on our Managed Service Provider (MSP) operations. The ideal candidate will demonstrate exceptional analytical acumen, relentless attention to detail, and a proven ability to drive performance improvements through data to ensure optimal MSP performance. The successful candidate will be responsible for designing, developing, and maintaining robust metrics and KPIs that deliver actionable insights into MSP performance on a daily, weekly, and monthly basis. The successful candidate will lead data-driven decision-making, ensure the timely delivery of comprehensive metric reports, and play a pivotal role in defining and refining new Service Level Agreements (SLAs) that align with both contractual and operational requirements. Strong communication, project management, and stakeholder engagement skills are essential, as is a passion for continuous improvement in a dynamic technology environment. Responsibilities Core Responsibilities Design, develop, and maintain reports, dashboards, and analytics indicators focused on MSP performance, including weekly and monthly metrics Develop and manage scheduled reports and visualizations to monitor MSPs KPIs, SLAs, and operational metrics Partner with MSP business and technical teams to gather requirements and translate them into actionable analytics solutions Work with the support and end user service teams to understand operational challenges, implement improvements, and ensure high service quality Facilitate effective communication and collaboration with internal teams, external partners, and clients to ensure expectations are met and exceeded Create scheduled data exports and automated reporting workflows to ensure timely delivery of MSP metrics Analyze MSP data to identify trends, anomalies, and opportunities for process improvement Ensure data accuracy, integrity, and consistency across all MSP reports and dashboards Collaborate on continuous improvement initiatives to enhance MSP reporting capabilities and user experience Lead the definition and ongoing refinement of SLAs, ensuring alignment with contractual requirements and operational needs for support and end user services Provide expert analysis and guidance to resolve complex support and end user service issues, using data to drive solutions and prevent recurrence Oversee and contribute to projects aimed at enhancing support and end user services, ensuring successful delivery within scope, timeline, and budget May perform other related duties as required including emergency support Qualifications Required Education/Experience Master's Degree and a minimum of 2 years of full-time relevant work experience or Bachelor's Degree and a minimum of 3 years of full-time relevant work experience or Associate's Degree and a minimum of 4 years of full-time relevant work experience or High School Diploma/GED and a minimum of 5 years of full-time relevant work experience Preferred Education/Experience Bachelor's Degree in Computer Science, Management Information System, Engineering, Business/Finance or related field and a minimum of 3 years of full-time relevant work experience experience working in Information Technology, customer, desktop, or presentation support environment Relevant Work Experience Technical and supervisory or managerial experience with a proven ability to motivate people, preferred Experience in ServiceNow reporting and Performance Analytics configuration, preferred Experience in managing projects, representing the organization in building and fostering relationships with customers, support groups, and vendors, and render sound business decisions, preferred Advanced proficiency in data analysis and reporting tools, preferred Understanding of MSP operations, IT support, and end user service environments, required Demonstrated ability to think strategically while maintaining a hands-on, detail-oriented approach, required Collaborative, curious and innovative mindset, required Skills and Abilities Demonstrated problem solving skills Effective leadership skills Strong written and verbal communication skills Develops and delivers effective presentations Licenses and Certifications Driver's License Required Physical Demands Sit or stand to use a keyboard, mouse, and computer for the duration of the workday Possess manual dexterity and the ability to use hands for the duration of the workday Stand to use/operate office equipment for the duration of the workday Additional Physical Demands The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays. The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.