Description
The IT Service Management Analyst is responsible for the strategy development, operation and support of enterprise-wide service management functions, including asset, incident, change, problem, service request, knowledge, and configuration management processes and operational analytics/BI/reporting functions. This position is responsible for developing and supporting TO metrics and reporting to monitor process/tool adoption and maturity levels, technical ability to pull data from a variety of sources, consolidating and analyzing the data to identify potential areas for improvement, leading projects to identify and execute improvements in processes and tools, and working with service owners and leaders across the technology organization to identify and publish actionable service metrics that drive continuous service improvement.
This role requires a strong analytical and problem-solving skillset, with the ability to work with multiple stakeholders and prioritize tasks effectively. The ideal candidate will have a strong understanding of IT service management principles and practices, as well as experience with data analysis and reporting tools such as PowerBI and Excel.
Responsibilities:
- Design and develop metrics and reports using data from Helix, and other data sources
- Assist Service Management Analysts and technology partners in defining requirements for metrics and reports
- Support and enhance existing metrics and reports
- Support and enhance the Helix (SQL server) data mart
- Act as a liaison to the Data and Analytics reporting team for support and requirements
- Analyze data for trends, root cause, and performance issues
- Validate data accuracy
- Identify and troubleshoot data issues
- Work with vendors as appropriate to resolve data issues or discuss requirements
- Identify metrics and reports that will help improve TO processes
- Track and report status of metrics and reporting projects