Key Job Responsibilities:
- Maintain, analyze and report metrics.
- Communicate the metrics reporting standards and verify that metric results are delivered to the concerned teams for reporting.
- Coordinate and gather key performance indicators and metrics data, collate and prepare for service reporting.
- Identify opportunities for metrics performance and/or process/service improvement initiatives.
- Overall tracking of SLA and KPI performance.
- Receive, allocate and track Service Requests.
- Coordinate and track Problem tickets, and work closely with respective service leads to resolution and closure.
- Manage and coordinate all demand requests.
- Support the management of operational, service level performance, audit, administrative and service management scope of services.
- Performs other IT Service Management related support functions as required.
- Communicate with customer and client as necessary.
Skills and Qualifications:
- Good knowledge of Microsoft Office Suite (Project, Visio, Word, Excel, etc.).
- ITIL / ITSM background in mid to enterprise size environments and experience working on transformational projects.
- Strives in large-scale, complex and mission-critical projects and environments.
- Experience in ITIL processes and maintaining and using ITSM tools such as Service Now or BMC Remedy.
- Strong analysis skills and meticulous.
- Strong influence and relationship management skills.
- Strong verbal and written communication skills, documentation, critical thinking, and problem solving.
- Ability to manage multiple priorities and work independently to achieve team goals.
- Ability to direct and manage Service Level Agreement (SLA) oversight, adherence and reporting.
