Service Reporting Analyst - Consulting Firm

Position - Service Reporting Analyst

Location - Mumbai

Key Responsibilities :

- Regularly validates the accuracy of Key performance indicators

- Coordinates Operational & Contractual Reporting system access

- Manages the ITSM Reporting request queue, to include solutioning, designing, testing, and validating report changes. This includes facilitation with report developers appointed by the Reporting Tool Owner

- Investigates and resolves reporting Issues, Errors, and questions; or works with resolvers to facilitate the resolution of report issues

- Monitors reports for any anticipated or unexpected impacts from a reassigned record

- Monitors for reporting updates

- Updates the Reporting Inventory and publishes to the agreed location

- Documents report delivery and reports Report Delivery metrics

- Raise corrective and improvement actions for Reporting

- Assesses the impact of tools, process and business changes on Contractual Reports and provides recommendations on proposed changes.

- Provides analysis and engaging education to ensure awareness and availability of information needed for effective service performance, and encourage use of Standard Performance dashboards and Reports

Key Tasks & Responsibilities :

- Performance management/transformation/ project management reporting and analytical capabilities, partner scorecards for key performance indicators

- Understanding of data patterns, deduction and analysis

- Understanding of IT Service Management, different processes/ dependencies and / or expertise in the systems, business processes and applications

- Project management (waterfall and agile) and collaborative project management tools (e.g., Trello, JIRA, Asana)

- Performance measurement methods and tools (e.g., scorecards, volumetric, etc.)

- Service Now and Analytics tools

- Service delivery and performance section of the contract(s)

Qualification & Competencies (education, skill, experience) :

- University degree in business administration and/or informatics or similar education

- Extensive experience with up key performance indicators and operations planning and reporting for multi partner eco system

- Knowledge and experience in process management for global environments

- Proven team work/ lead, motivational and interpersonal skills as well as experience in managing governance in matrix organizations & multi partner eco-system

- Strong know-how in IT Service Management Processes and IT Operations procedures and tool architecture, ITIL certified

- Good experience on Service management tool (eg service now), analytical tools and good understanding of agile project management skills