Reporting Analyst & Service Improvement

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Your day to day:

Support operating and extending the reporting environment, aiming to measure and improve service level and performance of the Business Environment in _VOIS, as well as managing the improvement projects pipeline via the following main activities:

Service Governance and Reporting:

  • ensure quality, consistency, and efficiency of service delivery processes through development and maintenance of service governance policies and procedures

  • develop new reports, maintaining timely delivery of data, monitoring and reporting on service performance metrics

  • work closely with service delivery teams to ensure services are delivered in accordance with SLAs and SLTs

  • collect and analyse technology metrics to compute and report Productivity KPIs (including external reporting for Benchmark)

  • consolidated reporting

Continual Service Improvement:

  • implement and deploy the Continual Service Improvement framework in TechVR as well as identifying, managing to completion, and controlling the continual service improvement opportunities

  • support and shape the delivery of relevant project & programme initiatives

  • participate as a member of relevant Steer Co’s

  • ensure that implementation and benefits realisation is managed as per the operational requirement.

  • offer support for feature integration on BAU tools, course-correct user accessibility issues, proactively check and update approver data so that workflow bottlenecks are avoided to have a fast and effective approval process, create reliable documentation for users to submit efficiencies

With these activities, you will have a great impact on our business:

Service Governance & Reporting:

  • Develop new reports (scripting, automation) as per business requirements. Maintain Timely delivery as outlined in SLA/KPI document weekly/monthly reports

  • Maintain & support the development of features of TechVR Reporting Portal

  • Work cross-departmentally to establish and implement mechanisms for identifying and addressing any & every issues/challenges for service reporting.

  • Improve the reporting process and structure using automation and macros

  • Standardize SLA/KPI across services

  • Monitor and report on service performance metrics and process data to identify trends, root causes and opportunities for improvement

  • Collect, track and process technology metrics volumes, compute and report Productivity KPIs

  • Review and analyse Productivity KPIs to identify trends, root causes and opportunity for improvement

  • Drive Productivity KPI Benchmark to success and add value to the business

Continual Service Improvement:

  • Manage improvement initiatives across TechVR

  • Benchmark performance within the industry

  • Perform regular improvement activity review meetings at various organisational levels

  • Deliver Six Sigma and Lean trainings to the organisation

  • Continuously improve the Technology_VOIS Continual Improvement framework through regular alignment with the CI leads in the other centers

  • Ensure CI concepts are embedded in the quality management system

  • Regularly track the benefits produced by the CSI initiatives

  • Identify, mitigate and escalate risks which could affect the efficiency targets achievement

  • Network & contribute to methodology, standards, KPI development, Best Practice, Internal communications (in TechVR & across Technology_VOIS) with 6 sigma community

With these skills, you are a great candidate:

  • Strong customer focus and orientation to customer needs

  • Influencing and stakeholder engagement skills

  • Extensive experience of Continuous Improvement delivery

  • Set up or driven LEAN/Six Sigma discipline and driven targets in IT Industry / domain

  • Focus on Results

  • Analytical and flexible thinking

  • Business awareness

  • Familiar with BMC Remedy

  • Training and coaching skills

  • Financial acumen

  • Bachelor’s degree in business, IT or engineering field with 5 years of relevant experience

  • Basic scripting is a plus

  • Microsoft Office; Excel expert level

  • Remedy 9 (BMC Software)

  • SharePoint knowledge

  • MS SQL Procedures and Queries, Oracle Database, Splunk

  • 6-sigma Green Belt

  • Lean practitioner

  • ITIL foundations is a plus

  • Fluent in English

Sounds like the perfect job? We’ve got even more to offer:

  • WFH - Hybrid approach

  • Medical and dental services

  • Life insurance

  • Dedicated employee phone subscription

  • Special discounts for gyms and retailers

  • Annual Company Bonus

  • Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills

  • You get to work with tried and trusted web-technology

  • Getting in on the ground floor of and technology changing company

  • Flexible Vacation – Take time off when you need it, we trust you!


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