Job Requirements

• Strong Power BI build skills: DAX, Power Query (M), data modelling (star schema)
• Experience reporting from Dynamics 365 / Dataverse (tables, relationships, option sets, including custom tables)
• Delivered reporting for Customer Service / Contact Centre: cases, queues, SLAs, agent performance, call statistics.
• Data extraction/refresh patterns from Dataverse (e.g., connector/TDS/Synapse Link/Fabric) and shaping for analytics
• Implements RLS, governance, and performance optimisation (model + measures)
• Can translate service ops needs into clear KPIs, definitions, and usable dashboards

Nice to Haves

• Knowledge of Omnichannel/contact centre metrics (e.g., FCR, AHT, backlog/aging)
• Broader Power Platform exposure (Power Apps/Automate) and how it impacts data/reporting
• ALM/DevOps for Power BI (pipelines, version control, environment promotion)
• Fabric/Synapse/Data Lake analytics patterns for scalable, historical reporting