End to end Service ManagementPerformance Analytics
Work Authorization
Citizen
Preferred Employment
Full Time
Employment Type
Direct Hire
education qualification
UG :- - Not Required
PG :- - Not Required
Other Information
No of position :- ( 1 )
Post :- 23rd Aug 2022
JOB DETAIL
Skill Requirement:
6 - 8 years working experience in Service Management (SLAs, Service Level Management and
Service Reporting)
Proficient in using Metrics to measure, analyze and model service delivery and drive continuous
improvement to improve Service delivery.
5 years’ experience in designing Service Delivery Dashboards, Service KPIs, performance
analytics, ServiceNow reporting and ServiceNow administration experience
Derive actions/initiatives by monitoring service delivery performance trend through
Metrics/dashboard to drive efficiency
Strong scripting skills with understanding of Service Now data model
Good understanding of ITIL Processes
Prior knowledge of End user services domain
Excellent communication skills
Strong analytic mindset and logical thinking capability
Knowledge of Six Sigma methodology, CSI framework
ITIL Certification is an added advantage
Responsibility:
Responsible for creating ServiceNow dashboards, reports on key metrics, SLA Performance for service delivery (Incident, Problem, Change, Availability, Service requests and Service level Management).
Responsible for analyzing data from multiple sources, producing trends, identifying area of improvement, and tracking actions to closure.
Responsible for identifying improvement to reporting quality, methods, and formats for increased business benefit by increasing quality and reducing cost of service deliveryRoles and Responsibilities.