Description:
You will be a continuous improvement enthusiast, with prior experience uplifting existing measurement and reporting processes in large enterprise environments. Here you will play a crucial role in monitoring and reporting the performance of IT services across various service providers. You have prior experience working with stakeholders and teams to define performance metrics and implementing and maintaining automated monitoring.
Day to day your duties will include:
- Identifying, defining and implementing reporting and measurement systems plans to ensure accurate oversite of service providers performance.
- The design of data collection methods to gather performance data and creating a comprehensive view of service performance.
- Root cause analysis of any performance issues
- Ensuring the reporting technical framework and process documentation is comprehensive, up to date and easily accessible.
- Identifying opportunities to improve reporting frameworks and processes and working with service providers to implement those improvements.
- Conducting quality assurance checks on frameworks and processes to ensure accuracy and maintaining a state of readiness for compliance.
Sound like a role for you? You’ll need some of the following:
- Hold ACTIVE status & maintain a minimum Government Security Clearance
- Experience designing, managing and implementing reporting frameworks in an ITIL IT Service Management environment.
- Experience in ServiceNow and ServiceNow dashboards and reporting solutions, including:
- ServiceNow – Reporting & Dashboarding
- ServiceNow – Performance Analytics
- High level technical writing (for processes and framework design), reporting and documentation skills.
- Ability to create and maintain reports using Performance Analytics in an enterprise environment.
- Cognos reporting
- Microsoft SQL Server Management Studio, SQL Server Data Tools and/ or Visual Studio Reporting Services
- Microsoft Power Pivot, Excel, Performance Analytics