Reporting to the Service Excellence Performance Manager, this role is one of three reporting analysts providing reporting capabilities for the Group IT Service Operations function, which involves interrogating, analysing and reporting on all IT Service Management data for the entire organisation to help demonstrate service performance and drive service improvement.

Key Responsibilities

• Manage the work intake process through Incidents and Service Requests;
• Interrogate IT Service Management data (across all ITIL Disciplines and processes) to identify themes and trends and measure IT Service performance;
• Assure the data quality of reports;
• Create performance reports and packs (in PDF, Excel and other formats) including KPI reports to demonstrate where performance had been good, or where there are areas of underperformance and service improvement is required;
• Write queries against tables to create service performance dashboards in both Service Now and Power BI Modification of existing reports to support new requirements;
• Develop, test, deploy, automate and schedule existing and new reports using ServiceNow and Power BI;
• Manage and liaise closely with stakeholders to deliver reporting requirements.
   

Notes:

• Stakeholders can range from Service Managers from Business Divisions or anyone from Group IT  ranging from ITIL Process Owners (e.g. Incident Manager, Problem Manager, Service Desk Manager etc.), Senior IT management (head of IT, CIO, CTO, CFO etc)
• Purpose of reports will be to help demonstrate overall IT service performance (for entire IT Department) for that week/ month/ quarter etc.
• Content of reports will include stats on support team performance but could also include system/ network performance including things like service availability, volumes of major Incidents, avg. time to resolution, SLA achievement, volumes of change and % changes successful/ failed etc.