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WFM & Reporting Specialist (MIS)

WFM & Reporting Specialist (MIS)

HTC Global Services

4 years

0 Lacs

hyderabad telangana india

Posted:3 days ago| Platform:

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Skills Required

reporting management data analysis service reports power excel metrics support checks analyze integrity consistency resolve automate leadership documentation servicenow extract visualize forecasting visualization itil communication certifications analytics

Work Mode

On-site

Job Type

Full Time

Job Description

About the Role:

We are looking for a professional with an experience of 4 years in Workforce Management (WFM), reporting or data analysis within an IT service management or operations environment.

Requirements

Develop and maintain interactive dashboards and performance reports using tools like Power BI, Excel, and ServiceNow.
Provide timely and accurate metrics to support operational reviews, service health checks, and strategic decision-making.
Analyze incident, request, problem, and change data to identify patterns, root causes, and opportunities for improvement.
Collaborate with IT support teams to define and refine KPIs, SLAs, and reporting requirements.
Ensure data integrity and consistency across all reporting outputs; proactively resolve anomalies.
Automate recurring reports and streamline reporting processes to reduce manual effort.
Support leadership with ad hoc reports, data extracts, and presentations for internal and external stakeholders.
Contribute to continuous improvement initiatives by providing data-driven insights and recommendations.
Maintain documentation for reporting processes, data sources, and metric definitions.
Leverage ServiceNow reporting capabilities to extract and visualize operational data.
Experience in working with ITSM tools and knowledge management platforms for example, ServiceNow Knowledge Base.
Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
Proven ability to translate raw data into meaningful insights and actionable recommendations.
Experience in trend analysis, forecasting, and capacity planning.
Proficiency in Excel, Power BI, and other data visualization tools.
Familiarity with ITIL processes and service management metrics.
Excellent communication skills to present data clearly to both technical and non-technical audiences.
Ability to manage multiple reporting tasks and meet deadlines in a fast-paced environment.

Certifications

Preferred ITIL v3 or v4 Foundation.
Must hold Certifications in Data Analytics, Power BI or Excel.

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WFM & Reporting Specialist (MIS)