Service Analytics, Reviews and Improvement _5 to 7 years_ Noida

Service Analytics, Reviews and Improvement _5 to 7 years_ Noida

 

 

Roles & Responsibilities       

•     Review all services offered by IT organization and define reporting KPIs for all ITIL processes in scope.

•     Publish function-wise, service-wise, BU-wise reports as requested by the business.

•     Analysis of tickets to identify areas of improvement and publishing reports

•     Coordination of business reviews with service managers

•     Publish periodic end-to-end Service Improvement Plans

•     Design and publish Monthly-Quarterly IT dashboard on identified and agreed KPIs

•     Conduct periodic user surveys for all services in scope

 

Required Skills          

•     Specialized skills in analytics, defining, creating reporting solutions.

•     Familiarity with one or more IT service management tools. (ServiceNow, BMC, etc.)

•     Advanced MS Excel, MS Access skills

•     Strong verbal, written and process documentation skills.

 

Location: Noida

Experience: 5 – 7 years

 

Contact

Varadaraj P Ashrit