IT REPORTING %26 QUALITY ANALYST

IT Reporting & Quality Analyst - (Job Number .
) * IT REPORTING & QUALITY ANALYSTAbout UsWSP is a global leader in engineering and professional services.
We pride ourselves on delivering innovative solutions to our clients and maintaining a robust IT operation to support our employees worldwide.
In order to achieve the priorities and enablers defined for IT Services in support of the business strategy, IT is undertaking a global transformation program.
This role is part of the newly formed Enterprise IT Service Management Organisation, reporting into the Practice Director (Operation & Continual Improvement), but with responsibilities aligned to the Practice Manager, Reporting & Quality.
osition SummaryThe Reporting & Quality Analyst will support the Practice Manager, Reporting & Quality with regards to delivering ‘packages' of reporting requirements for the ITSM processes and functions based on the metrics and measures defined for the services described in the catalogue.
They will engage with ITSM Practice Managers and act as a conduit to ensure aligned reporting requirements for delivery by the Practice Managers to their stakeholders (out to Hubs, in the OneIT organizational model) and up to senior IT leadership to meet the requirements of the WSP business global leadership team.
he role will be a key resource in conducting and leading routine data audits to ensure the accuracy of produced reports.
he function is a key customer of the Global BI and Data Analytics Centre of Excellence which, based on the requirements provided, will deliver a single source of truth for IT to use to make data driven decisions and drive improvements to improve end-user experience.
ob Responsibilities .
esponsibilities of this role include (but are not limited to) :· Deliver daily activities based on allocation of work (under guidance of the Practice Manager, Reporting & Quality).· Support process and procedure transitional activity to enable our future state operating model.· Support delivery of aligned reporting requirements for ITSM processes and functions based on end-to-end performance measures.· Perform routine data audits to ensure reports display accurate information based upon source data.· Train IT staff on the creation of ServiceNow reports and usage of reporting PlatformsMeet with stakeholders and gather requirements.· Work in partnership with the Power BI and Data Analytics Centre of Excellence (BIA) to ensure end to end reporting based on the requirements gathered and specified is delivered in line with stakeholder requirements.
(This will be iterative and developed over time).· Maintain dashboards and reports as required for IT to share with the business, via engagement with the BIA team.· Deliver executive level reporting ‘packs' and dashboards to enable strategic or business decisions.· Based on industry best practice and from requirements gathered, provide dashboard reports for Hubs to run the operation, enabling the measurement and reporting on the services defined in the catalogue.· Support analysis and validation of data, to include that produced by IT partners, to highlight continual improvement opportunities and achievements with stakeholders.· Promote self-service reporting by Hubs (under the OneIT organization model) using the standard suite of reports provided through Power BI.· Improve end-user experience by ensuring that reporting is in place to support Best Practice and customer satisfaction.
Through established governance channels highlight opportunities for improvement e.
., tickets on hold, unassigned tickets, tickets with no updates, ticket hops.
* SKILLS AND QUALIFICATIONS .
equired· Experience of reporting and data analysis.· A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL (v3 or v4) foundation qualification as standard.· Advanced ServiceNow Reporting knowledge, able to write reports and modify existing.
(some experience of Power BI is an advantage).· Advanced Excel skills, able to demonstrate knowledge on how to manipulate data, create pivot tables, import and "clean up" data, create filters and lists.
Intermediate Excel formula skills relating to date and data manipulation.· Good visual design skills (to facilitate easy to understand reports and dashboards) and an eye for detail.· Understanding of SLAs and associated measures (KPIs).· Training experience is an advantage.· Detail orientated with a methodical and planned approach to achieving goals.· Ability to dig through data and make recommendations for data normalization and standardization opportunities.· Enthusiasm and dedication to drive continual improvement and, or change.· Excellent analytical and communication skills.· Ability to quickly gain the confidence of the business and colleagues through building efficient working relationships and by exhibiting excellent communication and influencing skills.· Be comfortable with ambiguity, thrive on change and engender a collaborative approach.· Act as an advocate for the OneIT Organisation both externally and internally.
referred· Bachelor's degree in Information Technology or a related field, or equivalent real-world experience.
hileBrazil, Mexico, Panama, Argentina, Colombia, Trinidad and Tobago, PeruFull-timeRegularAug PM |