Service Reporting Analyst

  • Post Date: April 29, 2024
  • Apply Before: May 31, 2024
Job Description

As the Service Reporting Analyst you will use data from across the Technology landscape – whether that’s generated internally or provided by our suppliers – to provide a view of performance, compliance, opportunity and risk. Using the multiple different sources and tools this role is essential to ensuring that we can articulate to our stakeholders how IT is fulfilling their needs and, just as importantly, where it’s not. We achieve this through analysing, interrogating and interpreting the data sources using the multiple different industry standard tools available to us.

Role Responsibilities

– Creating a data-driven, technology-first view of performance, adherence and capability.

– Support internal governance and ad-hoc reporting

– Working with our Citizen IT team and tooling partners to take full advantage of reporting capabilities and data sources available to us, to maximise the scope of reporting.

– Keep up-to-date with industry trends surrounding direction-of-travel affecting technologies and vendors used.

– Work in a manner that is supportive of, taking steer from, complying with and providing input to the appropriate processes and policies:
• Citizen IT / Self-enablement IT
• Incident Management
• Problem Management
• Change Management
• Service Level Management
• Risk Management
• IT Security

Skills & Experience Required

– A high level knowledge of ITIL Service Operations and Supply Chain best practices and processes, to allow you to understand the context of what you’re reporting on.

– Experience working in a reporting capacity previously, or one with similar transferrable skills. Use of PowerPoint, Excel, VisualBasic, PowerBI, PowerAutomate and other tools to allow for the efficient creation of reporting views and dashboards is essential.

– Proven, disciplined and consistent analytic approach and mindset: Prior experience and skills in data analysis and interpretation will be required for the successful candidate.

– Capable of problem solving – able to visualise the different aspects that can be provided through interrogating, interpreting and transforming the data provided.

– Previous experience using ITSM toolsets such as ServiceNow, BMC Remedy beneficial.

– MIcrosoft Office / Office 365 Collaboration tooling experience essential.

– The ability to work with stakeholders at multiple levels of seniority, across multiple different suppliers and geographies.