SIAM Operations Support
- India
- Permanent
- Full-time
The role entails providing day to day support for all IT Service Reporting requests and establishing a standard, consistent set of reports and dashboards for usage across EBRD ecosystem..Accountable for designing & producing agreed, regular reports, balanced score cards and presentation packs by the agreed reporting timelines and schedule which include measuring & tracking of Service Performance & Governance metrics such as SLAs, KPIs, KRIs, IT Controls etc. to help ensure EBRD maintain levels of service to our business and customers.With the usage of Service Now, Performance Analytics and 3rd party report tools such as Power BI or Tableau, the role will entail introducing automated, interactive reports and dashboards to support stakeholders in their decision making by enabling them to acquire the data they need, when they need it.The role is key in supporting the IT department and helps provide meaningful IT Service data to support any service performance and governance related activities, such as service review meetings with in-house IT support teams, Suppliers or IT processes by measuring and tracking service performance in line with ITIL best practice.Section 3 - Accountabilities & ResponsibilitiesThe prime responsibilities for this role are:
- Acts as a front of house and Subject Matter Expert for all IT Service Management data related queries.
- Responsible for establishing & maintaining IT reports & dashboards for usage by EBRD eco-system.
- Responsible for establishing an IT Reports Catalogue & data dictionary to support standardisation & reutilisation.
- Provides reporting analysis capability to identify the trending of service issues with insight of actions to be taken to drive improvement of service performance, stability, efficiency & effectiveness.
- Accountable for the production, measurement & tracking of Service Performance & Governance metrics reporting such as SLAs, KPIs, KRIs, IT Controls etc. to help ensure we maintain levels of service.
- Produces regular robust service reports, documentation & presentation material for stakeholder consumption.
- Supports the analysis of data & creation of reports for SIAM led Service Reviews with Suppliers or
- Accountable for the production of agreed, regular reports, balanced score cards and presentation packs by the agreed reporting timelines and schedule.
- Introducing automated, interactive reports and dashboards to enable stakeholders to acquire the data they need, when they need it to help with decision making.
- Accountable for the timely population of dashboards within the agreed timelines
- Produces and maintains training materials for IT Service Reporting and chairs lunch and learn sessions
- Excellent analytical and reporting skills with experience producing reports and dashboards.
- Must have good attention to detail.
- Must be proficient in Reporting from Service Now - Min. 3yrs experience as a Reporting Analyst
- Must be proficient in SQL and Javascript - min.2.5yrs of experience
- Must have experience in Service Now Performance Analytics - Min.at least 2yrs experience.
- Must have experience using 3rd party report tools such as Power BI or Tableau -min 2yrs experience.
- Should have good understanding of ITIL framework and all associated ITIL processes.
- Must be able to work on own initiative and make decisions.
- Must have strong organisational skills and be able to multi-task.
- Must have strong communication skills (written and verbal)
- Must have strong Stakeholder Management skills and confident chairing stakeholder meetings.
- Must be proficient in designing a report / know how best to present the data (visuals) to enable stakeholders to easily consume.
- Desirable if experienced in conducting training sessions on IT Reporting
The role deals with various data sets to support various governance meetings and decisions. The challenge is maintaining and structuring this to enable an efficient, effective and where possible, self-service, automated approach. Additionally, the role needs to be able to be flexible and agile when dealing with the unpredictable nature of Service Operations.