IT Service Management Reporting Analyst

Role Purpose

Reporting to the Service Performance Manager, this role is one of two reporting analysts providing reporting capabilities for the Group IT Service Management function, which involves interrogating, analysing and reporting on all IT Service Management data for the entire organisation to help demonstrate service performance and drive service improvement.

Key Responsibilities

• Manage the work intake process through Incidents and Service Requests

• Interrogate IT Service Management data (across all ITIL Disciplines and processes) to i dentify themes and trends and measure IT Service performance

• Assure the data quality of reports

• Create performance reports and packs (in PDF, Excel and other formats) including KPI reports to demonstrate where performance had been good, or where there are areas of under performance and service improvement is required.

• Write queries against tables to create service performance dashboards in both Service Now and Power BI

• Modification of existing reports to support new requirements which includes develop, test, deploy, automate and schedule existing and new reports using ServiceNow and Power BI

• Manage and liaise closely with stakeholders to deliver reporting requirements.
  

Notes:

• Stakeholders can range from Service Managers from Business Divisions or anyone from Group IT ranging from ITIL Process Owners (e.g. Incident Manager, Problem Manager, Service Desk Manager etc.), Senior IT management (head of IT, CIO, CTO, CFO etc)

• Purpose of reports will be to help demonstrate overall IT service performance (for entire IT Department) for that week/ month/ quarter etc.

• Content of reports will include stats on support team performance but could also include system/ network performance including things like service availability, volumes of major Incidents, avg. time to resolution, SLA achievement, volumes of change and % changes successful/ failed etc.

Required Skills and Experience

• Work experience in service management tools: Service Now (mandatory) from a reporting perspective e.g. create dashboards and queries, scheduled reports etc. Advantageous if used Performance Analytics

• Experience in reporting methods and techniques such as analysing & interrogating data & producing reports to represent findings.

• Work experience in Reporting Tools; Power BI (mandatory). Optional work experience in SQL Server and Crystal Reports

• Knowledge and experience in IT Service Operations /Service Management processes (incident management, change management, problem management, service request, SLA etc.) and/or an understanding of ITIL (preferably qualified at least Foundation level)

• Advantageous if applicant has worked in a reporting team in the IT department previously
  

Candidate Profile

• At least 2 years of experience in a medium or large organization.

• Must be willing to work during UK business hours and UK calendar.

• A self-starter with a ‘can do’ attitude with high levels of resilience during high pressure situations.

• Strong delivery focused individual with the ability to work under pressure to meet tight deadlines.

• Meticulous and great attention to detail

• Excellent communication skills (both verbal and written).

• Must be clear and concise in explaining technical matters to management.

• Ability to communicate with local and overseas teams effectively.

• Must be willing to adhere to information confidentiality and security policies.

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