Reporting Analyst & Service Improvement

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!

#_VOIS