1 * Service Level Reporting Management Analyst urgently needed in Liverpool UK.
Posted on 2016-09-02 07:19:03
Required Skills
Job Location

Liverpool

Salary

30000-35000 per annum

Job Type

Permanent

Job Role:

Service Level Reporting Analyst

Functional Area:

Analytics & Business Intelligence

Industry:

Information Technology/ IT-Software / Software Services /IT-Hardware & Networking

Skills:

ITIL,Service Delievery,Service Level Reporting

Job Description:

+++ Please DO NOT Apply if you do not have full SC clearance or is eligible to get one +++

Location : Liverpool

Start date : ASAP

Job Type: Permanent

Salary: 30K - 35K GBP

PURPOSE OF THE ROLE:   

• Responsible for Service Level Reporting.

PRIMARY ROLES& RESPONSIBILITIES

• To ensure that the ITIL processes used by Service Management are fit-for-purpose, effective, efficient and are used to support delivery of the service. This role will also be responsible for day-to-day supplier (internal and external) relationships, including reporting.

PERSON SPECIFICATION - QUALIFICATIONS, SKILLS & EXPERIENCE – ESSENTIAL CRITERIA:

• Is able to lead initiatives, with support from service managers, to work with the product delivery groups and third parties to agree and provide effective published Key Performance Indicators

• Is able to drive visibility of audience facing metrics to increase the understanding of the specific impact that problems/incidents have on the audience by operational support groups.

• Is able to drive visibility of daily, weekly and monthly performance statistics.

• Fully conversant with service management contracts, KPI measurement and management reporting

• Demonstrate experience of negotiating service level agreements with both internal and external   

    customers

• Possess desirable knowledge in tools like Service Now, Remedy etc.

• Demonstrate excellent communication and interpersonal skills, specifically in dealing with management and staff at all levels as well as external stakeholders/suppliers

• Demonstrate a commitment to maintaining high industry support standards and provide an efficient and effective service. Proven ability to identify and improve performance measurement and  reporting processes in a large organization

• Demonstrate proven experience of service reporting in a IT Service Support environment

•  Demonstrate proven experience of driving service improvement through effective measurement using SLA, KPI’s and SMART objectives

• Demonstrate experience creating and distributing comprehensive reports from a number of sources back to the business

• Demonstrable ability to manipulate data and summarize complex reports to present to non-specialists

• Possess good interpersonal skills for written, oral and face-to-face communications.

• Possess skills in influencing and negotiation methods and techniques.

• Good numerical skills

• Extensive relevant experience.

• Person must have or be able to obtain full SC clearance.

• Possess the ability and willingness to be working in shift patterns, out of hours and on-call

ADDITIONAL PREFERRED SKILLS

•Certified in ITIL V3 Foundation

 

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