Reporting Analyst (Service Management, SAP BI)

APPLY using Our Form

PURPOSE

• Design, build and support engaging reporting to improve business and IT performance.

PEOPLE

• Requirements gathering with key business & IT stakeholders including collaboration with internal resources and business users to gather data inputs, report curation, support and maintenance design Assist end users with self-service access, knowledge and training for report generation
• Support IT leadership with data mining and predictive outcomes to steer performance from sub-optimal outcomes
• Provide awareness training to service owners on the definition of Service Level Agreements and its measurement methods for accurate collection of the data sources
• Support Management with enterprise wide data collection, governance, compliance and data strategy
• Participate in Project Transition and Service Delivery Meetings with Technical Team, Service Delivery Managers and IT Service Management Governance Team to exchange information, discuss issues, develop requirements for developing service reports and service reporting strategies

PROCESS

• Interpretation of data and analysis of results using statistical techniques, reviewing trends or patterns in complex data sets
• Presentation of data leveraging engaging presentation mediums for optimised management decision making
• Write and maintain functional and technical documents
• Assist in developing process design, documentation and procedures based on reporting needs and define, develop and document the service reporting catalogue and service level measurement definitions for Internal/External stakeholders
• Reporting outcomes as ITSM processes are built or modified
• Deliver and build measurement and reporting against existing IT balanced scorecard metrics as well as the introduction of new measures for enhanced performance Develop competency across all reporting platforms to provide support to specialist analyst functions on demand
• Perform regular service performance analysis of the data and information to assess end-to-end service achievements and identify potential risks of service delivery
• Generate scheduled daily, weekly, monthly or ad-hoc service reports and ensure they are distributed to the business and IT within the agreed schedules

SNOW performance analytic functions include:

• Design role-based Dashboards containing Widgets and data Filters
• Identify Widget types and build custom Widget visualizations
• Make data actionable and improve navigation with Targets, Thresholds, and Element Filters
• Build Formula Indicators for added process and service inferences
• Set up Manual Indicators and manage manual data population
• Create and configure Data Collection jobs Configure Indicator Sources and build Automated Indicators. Create Breakdowns for multidimensional analysis
• Perform detailed Indicator analysis using the SNOW Analytics Hub.

TECHNOLOGY

• Data warehouse administration: SAP BW & AWS S3
• Static reports generation: SAP BI & BO
• Dynamic reporting platform(s): Qlik & Power BI
• ITSM native reporting platform: ServiceNow Performance

Qualifications and Experience

• Work experience:+3 years IT service Management and/or reporting
• Solutions experience: Microsoft suite, SAPBI (BW/BO), Qlik and ServiceNow
• Certifications and experience: IT - ITIL, Performance analytics Micro-certification
• Tertiary qualifications: Bachelor’s degree (Technology, computer science or equivalent)
• Visual Studio (.NET, C#, SSIS)

Country: Singapore

Employment Type: Full time

Salary: Open