Senior Analyst - Service Reporting & Analytics - IT

Sr. Analyst- Service Reporting and Analytics

Accountabilities, responsibilities and main duties:

- Creation and Scheduling of Service Management reports

- Creation of Service Management & Operations Dashboards/Scorecards

- Requests for new or changed reports picked up, reviewed and processed

- Storage and maintenance of Service Management documentation

- Develop and contribute towards building the analytics capability within SMO.

- Business Analysis with respect to enhancements and changes within Service Management toolset (Service-Now)

- Any investigative/corrective action required identified

- Management information and metrics provided on IT service quality and Customer satisfaction and services monitored accordingly

- Action plans monitored to ensure continuous service and process improvement

- Agree on own development plan as part of Individual Performance Agreement process with Line Manager

Information Security

- Ensure that their workforce is aware of the information security policies and comply with them

- Ensures that the team complies with ISO 27001 and IGA related requirements

- Send account opening requests effectively

- Disable accounts immediately for leavers and Absconders /on long leaves

- Document and monitor/review access levels of his/her team

- Provide security awareness and education to team

- Manage Records to ensure compliance with Freedom of information act

- Ensure incidents of their respective functions are closed within SLAs

Person Specification

Identifies the main points and ideas in different types of documents

Asks questions when he/she does not understand what he/she is reading or to clarify the issue

Understands how to use different kinds of documents for different purposes (i.e. letters, memos, reports etc.)

Writes clearly, in a style suited to purpose and with the needs of the reader in mind

Makes sure information is well organized and easy to use

Avoids jargon and explains acronyms and technical terms where the reader is unlikely to understand them

Avoids discriminatory language

Speaking and Listening Skills - Level 1

Contributes to discussions and pays attention to the timing and setting of discussions

Is able to express non-complex ideas, thoughts, and feelings

Gives feedback honestly and constructively

Asks questions when he/she does not understand what is being said or to clarify the issue

Listens attentively, uses appropriate tone of voice and is polite

Analytical Skills:

Has good hold on data and statistics

Is able to generate value and meaningful information out of the data Interview

Experience:

4 to 7 years of experience working in IT with at least 2 years of experience working in the Service Management field

Qualifications:

University Graduate

ITIL Foundation V3 with Analytical Skills, Has good hold on data and statistics and is able to convert qualitative issues into quantitative issues

Certifications:

ITIL Service Management Foundation Certificate