Job
Description
Role & responsibilities Review, prioritize, and respond to intake requests for service; ensure completion of requests within the expected turnaround time. Development of reporting and comprehensive summary dashboards. Coordinate, schedule, lead, document, and quantify monthly internal and external governance calls. Aggregate metrics for CSAT responses; document and drive necessary improvement actions. Drive procedural compliance and SLA achievement; investigate and resolve any deviations or failure to achieves; implement resistance controls to prevent recurrence. Manage incident and problem management processes and workflows within ServiceNow. Develop SIAM documentation including processes and workflows, SOPs, Knowledge Based Articles, Job Aids, etc. Conduct training sessions and workshops to promote SIAM and ITSM value and processes. Review report library for efficiency and consolidation; eliminate obsolescence. Review, develop, document, and implement reporting of internal and vendor SLAs. Monitor performance analytics identifying trends or breach of service; implement Corrective and Preventive Actions (CAPAs). Address all first level concerns raised against internal support groups and external service providers. Escalate to VMO all unresolved first level concerns raised against external service providers. Evaluate additional solutions/enhancements to enable and drive metrics for adoption, performance and cost optimization, usability, quality, scalability, and ultimately increased value through regular releases. Utilizing your experience working with data tools, technologies, and platforms to deliver metrics and analytics that monitor and drive vendor performance Develop consolidated reporting from individual data sources utilizing PowerBI or other automation tools Deliver visualized data summaries to communicate SLA (or other measurable goal) achievements or misses Maintain and deliver an accurate data model showing history of performance to deliver trend analysis Provide recommendations for resolution to identified areas of concern or other data derived remediation or improvement opportunities Preferred candidate profile Minimum of three to five years of IT Service Desk experience. Minimum of three to five years of experience in data aggregation and reporting. Minimum of three to five years of experience and demonstrable proficiency using and developing reports within ServiceNow Minimum of three to five years of experience and demonstrable proficiency using PowerBI Minimum of three to five years of experience as a ServiceNow Reporting Administrator and/or ServiceNow Performance Analytics Developer. Minimum of two years experience developing aggregated data reporting and visualization, preferably utilizing PowerBI Minimum of three to five years of experience in a SIAM role Required Knowledge and Skill Comprehensive understanding of an ITSM/ITIL governed support model. Proficiency in the analysis and interpretation of data and how to effectively utilize that information to drive efficiencies, maturation, and improvement. A strong understanding of change management processes and controls. Ability to drive action and gain results through partnership and influence without authority. Highly skilled and developing and maintaining collaborative relationships with both internal and external business and technology partners. A solid understanding of IT Vendor deliverables and obligations through contracted SOWs, SLA/KPI measurement, and contractually binding credit generating stipulations.
