BI Process & Support Coordinator

Location: Remote
Duration: 12-month contract (with potential to move perm)
Start Date: ASAP

About the Company
Our client is a leading IT and digital solutions provider, specialising in supply chain optimisation for the Life Sciences sector.

Role Overview
We are seeking a BI Process & Support Coordinator to establish and manage a structured support model for Business Intelligence tools and processes. This role will be responsible for implementing a Zendesk-based intake and triage framework, setting the ground rules for request logging, prioritisation, and escalation, and ensuring that all incidents from internal and external clients are captured and tracked.

Acting as the first-line point of contact, you will assess the priority level (P1-P4) of each request, determine whether escalation to second-line support is required, and provide initial resolution where possible. You will also oversee KPI reporting, maintain proactive stakeholder communication, and support logistics-related BI platforms, including Power BI, SAP, and Azure.

Key Responsibilities

• Act as the Zendesk owner, configuring and administering the system to capture, categorise, and assign all support requests

• Enforce consistent Zendesk usage across the team to replace ad-hoc email, Teams, or phone-based requests

• Define and maintain priority level (P-level) guidelines for incidents and requests

• Perform first-line triage for BI-related issues, resolving where possible before escalation

• Coordinate with second-line support and other teams for complex issues

• Produce KPI and SLA performance reports, highlighting trends and improvement opportunities

• Maintain clear, proactive communication with stakeholders regarding ticket status, resolutions, and process improvements

• Provide basic troubleshooting for Power BI (report access, navigation, usage queries)

• Assist with SAP support activities in the logistics domain

• Support Azure basics such as permissions, access, and user management

• Document processes, triage guidelines, and support workflows, driving continuous improvement

Key Requirements

• 5+ years' experience in IT or BI support roles, with at least 2 years in process ownership, service coordination, or ITSM tool administration

• Proven experience with ITIL/ITSM frameworks and first-line support operations

• Hands-on Zendesk administration (setup, configuration, reporting)

• Strong organisational skills and ability to establish structured support workflows

• Experience producing KPI and SLA reports

• Excellent communication and stakeholder engagement skills

• Familiarity with the logistics domain highly desirable

• Basic Power BI knowledge (navigation, report usage, simple troubleshooting)

• Exposure to SAP, ideally in a logistics context

• Understanding of basic Azure concepts (permissions, user roles, access)

• Understanding of basic Azure concepts (permissions, user roles, access)

• English required, second European language highly desirable

Preferred Qualifications

• Familiarity with Databricks or similar analytics platforms

• Experience in supporting BI environments within a regulated or enterprise-scale setting

About Korn Ferry

Korn Ferry unleashes potential in people, teams, and organizations. We work with our clients to design optimal organization structures, roles, and responsibilities. We help them hire the right people and advise them on how to reward and motivate their workforce while developing professionals as they navigate and advance their careers. To learn more, please visit our website