Summary:
The ITSM Service Level Agreement (SLA) and Reporting Analyst is responsible for the requirement gathering, oversight of development, management of communication, maintaining of SLA and reporting definitions and delivery of inputs to Service Governance meetings. This role requires a highly self-motivated independent thinker to look outside the box for answers. The individual will need to work with operational and management teams across Enterprise Technology. This role will require the necessary skills to lead meetings, create presentations, document requirements, manage expectations and deliverables to defined timelines.
Role:
- Drive the development of Service Delivery Dashboards for IT stakeholders to review the effectiveness of defined processes
- Create and maintain the Reporting and Service Level Agreement (SLA) policy manual
- Design, deliver and maintain the ownership of reporting for defined Enterprise Technology Governance meetings
- Oversight for the delivery of Enterprise Technology Power BI dashboards
- Responsible for the development of quality Reporting and SLA Knowledge articles
- Engage with the customer community via outreach programs for technology awareness, knowledge enhancement, and IT communications.
- Drive the development of SMART metrics from standardized processes to measure quality of service and identify areas which need improvement
- Expand communication across the group to better inform the colleague community with a consistent story using our ITSM framework.
- Engage in driving standardized ITSM processes to enable automated reporting capabilities to address compliance requirements including new business client requests and internal/external audit requirements
