The Reporting Analyst is a key role within the Continual Service Improvement (CSI) team. The reporting analyst will work closely with the Continual Service Improvement team and with key IT managers across the organization to identify and then help drive improvement opportunities in the delivery of Infrastructure Technology (IT) services. Continual Service Improvement is responsible for identifying and then managing improvements to IT services as defined in the Service Catalog. The role of the Reporting Analyst within the Continual Service Improvement team is to develop and produce reports that represent the performance of the IT services from performance KPI's through to customer centric measures.
In addition to their role as the CSI Analyst, the reporting analyst will also provide support and consultative expertise to report developers who are creating their own custom reports within the BOXI reporting environment for the Remedy ITSM platform.
Essential Functions:
- Reviews and analyzes data from components, systems and sub-systems in order to obtain end-to-end service achievement
- Identifies, and using independent judgment, recommends process and operational improvements to increase productivity and efficiency
- Identifies trends and establishes if they are positive or negative
- Participates in Continual Service Improvement meetings and Service Owner meetings to ensure the validity of the reporting metrics, notification thresholds and overall solution
- Responsible for consolidating data from multiple sources (as required)
- Responsible for producing trends and providing feedback on the trends (positive or negative), as well as the current and future impact
- Responsible for producing reports on services based on established Key Service Performance Indicators (and ultimately OLAs and SLAs)
- Has a good understanding of statistical and analytical principles and processes
- Strong foundation in required reporting tools
- Identifies, and using independent judgment, recommends process and operational improvements to increase productivity and efficiency
- May provide process definition (as-is and to-be), analysis and documentation
- Defines, tracks, monitors and reports on performance improvement measurements
- Exercises independent judgment to make decisions for less defined issues and selects methods and techniques for obtaining solutions
Qualifications:
Basic Qualifications:
- Bachelor's degree in a related field and/or 4 years of equivalent work experience.
- A minimum of 8 years of experience in developing and implementing reports and metrics based on the analysis of the business operations of a business unit, best practices and key business indicators.
- Expert knowledge of reporting tools (BOXI)
- Requires complex decision-making.
- Advanced Excel skills, coding experience and best practices
- Advanced proficiency in Business Objects
Preferred Qualifications:
- Previous or current experience with BMC Remedy ITSM
- Knowledge of IT Service Management (ITSM) processes
- Understanding of ITIL processes and standards
- Strong engagement skills - able to foster relationships, show customer focus and strategic thinking
- Excellent analytical skills
- Excellent communication skills - written and verbal
- Good technical understanding and an ability to translate technical requirements and specifications into easily understood reporting requirements
- Solid understanding of Oracle universes, WebI, and Crystal
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.