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Senior IT Service Reporting Analyst

5 months ago

London, United Kingdom FalconSmartIT Full time

Job Title: Senior IT Service Reporting Analyst

Job Type : Contract/Permanent

Job Location: London , UK


Job Description:

Primary Skill:

• a.Graduate (minimum), BE/B. Tech preferred

• b.Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow is preferred)

• c.Excellent English communication skills, both written and verbal, including business writing skills

• d.Experience of performance data analysis of ITIL® processes

• e.Ability to work with all levels of client and internal resources

• f.Positive learning attitude and willing to work in team environment

• Secondary Skill:

• a.ITIL® Foundation certified

• b.Strong customer service orientation

• c.Passion for analyzing problems, driving continuous performance improvement

• d.Comfortable with and effective use of MS Office applications

• e.Close attention to detail and accuracy

• f.Deadline driven and results oriented

• g.Flexible attitude and ability to interact with a diverse business user community and changing environment


The Senior Reporting Analyst will lead the IT Service Reporting function in SIAM team.

The role entails providing day to day support for all IT Service Reporting requests and establishing a standard, consistent set of reports and dashboards for usage across CLIENT ecosystem.

.

Accountable for designing & producing agreed, regular reports, balanced score cards and presentation packs by the agreed reporting timelines and schedule which include measuring & tracking of Service Performance & Governance metrics reporting such as SLAs, KPIs, KRIs, IT Controls etc. to help ensure CLIENT maintain levels of service to our business and customers.

With the usage of Service Now, Performance Analytics and Power BI or Tableau, the role will entail introducing automated, interactive reports and dashboards to support stakeholders in their decision making by enabling them to acquire the data they need, when they need it.

The role is key in supporting the IT department and helps provide meaningful IT Service data to support any service performance and governance related activities, such as service review meetings with in-house IT support teams, Suppliers or IT processes by measuring and tracking service performance in line with ITIL best practice.


Section 3 – Accountabilities & Responsibilities

The prime responsibilities for this role are:

• Acts as a front of house and Subject Matter Expert for all IT Service Management data related queries.

• Responsible for establishing & maintaining IT reports & dashboards for usage by CLIENT eco-system

• Responsible for establishing an IT Reports Catalogue to support standardisation & reutilisation.

• Provides reporting analysis capability to identify the trending of service issues with insight of actions to be taken to drive improvement of service performance, stability, efficiency & effectiveness.

• Accountable for the production, measurement & tracking of Service Performance & Governance metrics reporting such as SLAs, KPIs, KRIs, IT Controls etc. to help ensure we maintain levels of service.

• Produces regular robust service reports, documentation & presentation material for stakeholder consumption.

• Supports the analysis of data & creation of reports for SIAM led Service Reviews with Suppliers or

• In-house IT teams to measure, monitor & track service performance & identify areas for improvement.

• Supports User Services in the production of IT Risk reporting

• Accountable for the production of agreed, regular reports, balanced score cards and presentation packs by the agreed reporting timelines and schedule

• Introducing automated, interactive reports and dashboards to enable stakeholders to acquire the data they need, when they need it to help with decision making

• Accountable for the timely population of dashboards within the agreed timelines

• Produces and maintains training materials for IT Service Reporting and chairs lunch and learn sessions

Section 4 – Knowledge, Skills, Experience & Qualifications

• Excellent analytical and reporting skills with experience producing reports and dashboards

• Must have good attention to detail

• Must be proficient in Reporting from Service Now – Min. 3yrs experience as a Reporting Analyst

• Must have experience in Service Now Performance Analytics – Min.at least 2 years experience

• Must have experience using 3rd party report tools such as Power BI or Tableau - min 2yrs experience

• Should have good understanding of ITIL framework and all associated ITIL processes

• Must be able to work on own initiative and make decisions

• Must have strong organisational skills and be able to multi task

• Must have strong communication skills (written and verbal)

• Must have strong Stakeholder Management skills and confident chairing stakeholder meetings

• Must be proficient in designing a report / know how best to present the data (visuals) to enable stakeholders to easily consume

• Desirable if experienced in conducting training sessions on IT Reporting

Section 5 – Challenges

The role deals with various data sets to support various governance meetings and decisions. The challenge is maintaining and structuring this to enable an efficient, effective and where possible, self-service, automated approach. Additionally, the role needs to be able to be flexible and agile when dealing with the unpredictable nature of Service Operations.


Regards,

kousalyab@falconsmartit.com