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SLM Reporting & Performance Analytics

6 - 9 years

8 - 11 Lacs

Bengaluru

Posted:3 months ago| Platform: Naukri logo

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Skills Required

servicenow tool pmo servicenow slm performance analysis service quality performance analytics cmdb service level management change management javascript escalation management itsm service delivery incident management servicenow development itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Primary Skills PMO; SLM & Service Now Reporting SLA Development: Collaborate with stakeholders to define; document; and negotiate SLAs and key performance indicators (KPIs) based on business requirements and priorities. Performance Analytics: Should know about the module and have Hands-on experience on PA module in ServiceNow Tool Secondary Skills Service Now Performance Analysis: Conduct in-depth analysis of service performance data to identify patterns; areas of improvement; and potential risks. Recommend and implement strategies to enhance service quality. Stakeholder Collaboration: Work closely with cross-functional teams; including IT; operations; and business units; to align SLAs with organizational objectives and ensure that service levels meet business needs. About The Role : Escalation Management: Develop and implement procedures for escalating and resolving service-related issues. Collaborate with teams to address incidents and prevent future occurrences. Continuous Improvement: Proactively identify opportunities for process improvements and efficiencies in service level management. Implement best practices and industry standards to optimize service delivery. Documentation: Maintain accurate and up-to-date documentation of SLAs; KPIs; and related processes. Ensure that documentation is accessible to relevant stakeholders.

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