Senior Service Performance Management Analyst

The Service Performance Management Analyst designs, executes and interprets past and real-time data to identify trends, reconcile inconsistencies, and make recommendations to improved IT Service Delivery.

Requirements

• Design, develop and maintain dashboards and reports in ServiceNow and/or Tableau to support our Program, Governance, and Service Providers
• Integrate Tableau with various data sources, including SQL databases, cloud platforms, and spreadsheets
• Manipulates and simplifies large data sets to find, extract, and summarize key records and features, and to explain their relevance to operational issues
• Produces finished analysis products which are suitable for presentation to senior leadership with little or no oversight or review
• Monitor and query the IT Service Delivery platform to analyze demand, usage, and performance
• Use data analytics to provide actionable, timely and accurate reporting to improve service delivery, infrastructure management, and conduct proactive problem and incident management
• Works with the ITSM Process Leads and Customer Engagement Teams to identify and monitor process performance and Service Provider performance
• Analyze, define, and report on trends identified in the data
• Facilitate Technical Exchange Meeting related to data structure, quality assurance, and reporting
• Leverage the various reporting and presentation tools to provide analysis and recommendations
• Actively checks event data and other records to understand operational trends and to discover potential issues
• Stay updated on the latest Tableau features, best practices, and emerging BI trends.

Benefits

• comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits