Senior Analyst - ITSM SLA and Reporting

Description

Summary:

The ITSM Service Level Agreement (SLA) and Reporting Analyst is responsible for the requirement gathering, oversight of development, management of communication, maintaining of SLA and reporting definitions and delivery of inputs to Service Governance meetings. This role requires a highly self-motivated independent thinker to look outside the box for answers. The individual will need to work with operational and management teams across Enterprise Technology. This role will require the necessary skills to lead meetings, create presentations, document requirements, manage expectations and deliverables to defined timelines.

Role

• Drive the development of Service Delivery Dashboards for IT stakeholders to review the effectiveness of defined processes
• Create and maintain the Reporting and Service Level Agreement (SLA) policy manual
• Design, deliver and maintain the ownership of reporting for defined Enterprise Technology Governance meetings
• Oversight for the delivery of Enterprise Technology Power BI dashboards
• Responsible for the development of quality Reporting and SLA Knowledge articles
• Engage with the customer community via outreach programs for technology awareness, knowledge enhancement, and IT communications.
• Drive the development of SMART metrics from standardized processes to measure quality of service and identify areas which need improvement
• Expand communication across the group to better inform the colleague community with a consistent story using our ITSM framework.
• Engage in driving standardized ITSM processes to enable automated reporting capabilities to address compliance requirements including new business client requests and internal/external audit requirements
  
  

Qualifications

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 7+ years of ITSM experience
• 3+ years prior experience in a process ownership role
• Previously led horizontal organization responsible for the development, revision, and execution of operational level ITSM processes
• Lifecycle management of ITSM processes at the enterprise level
• Ability to operationalize business specific processes into an ITSM support model
• Retain neutral position during process design, revision, and continuous improvement
• Lead process owners to ensure completeness, accuracy, and quality of ITSM processes
• Demonstrated IT service operations management leadership within a Fortune 500 scale operation or major international service solutions provider in a global 24 x 7 service delivery environment.
• Ability to quickly understand the applicability of industry best practices at the organization and tower level.
• Experience leading a managing ITSM processes in a matrixed management environment.
• Demonstrated ability to apply governance, regulatory / legal, and financial constraints to enterprise service management.
• Balance the interest of the enterprise and operational design in continuous improvement activities.
• Prior experience working in a hybrid support model with portion outsourced and portion insourced.