Track Lead - ServiceNow, IT Service Management

Job Summary

 Service Level Management

Key Responsibilities

JD for SLM/Reporting Responsible for the integration of various data sources into a consolidated performance data source for reporting, providing dashboards and reports at various levels to reflect the performance of IT services, service providers, service domains, and service level agreements. Support requirements for reporting. Manage and maintain data accuracy and consistency across all areas of reporting. To develop and maintain necessary analytic tools to analyze performance against contractual requirements. Compares contract needs with actual results, identifies system and/or documentation errors resulting in inaccurate data, reports findings and recommends improvements. Manages reporting requirements from both internal and external service providers. Arbiter and approval for change requests related to metrics and reporting. Aggregates, manipulates and collates operational data into reports and analysis for consumption by Client. Ensures that contracted performance reports and metrics are delivered in a timely fashion to all stakeholders. Attends meetings with Service Providers as necessary to present and represent reporting metrics and outputs. Works with subject matter experts to design a dashboard solution that meets requirements Works with providers to implement a dashboard solution that meets requirements Manages and maintains the dashboard to ensure accurate and timely performance reporting; resolves issues related to data accuracy and provisioning; manages changes to dashboard requirements Analyzes performance results, draws conclusions and recommends improvements Works with the SI SM Tool Architect and teams to continually develop and improve reporting capability Skills, Knowledge and Experience Service Now Reporting, Advanced Excel, SAP Business Objects, Reporting Tools Knowledge and Scripting is Madatory. Supports all analytic efforts of the company’s internal and external business for report development, quality assurance, and analysis. Supports business process improvement efforts including projects to enhance automation, quality, and efficiency. Sharp Analytical Skills Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve

Skill Requirements

Experience in Service Level management

Other Requirements

Experience in other ITSM Processes