Service Reporting Analyst

The Service Reporting Analyst is responsible for creating, analyzing, and maintaining reports that provide insights into service performance and support decision-making within the Service Management Office (SMO). This role ensures that key performance indicators (KPIs), service-level agreements (SLAs), and operational metrics are accurately captured, analyzed, and communicated to stakeholders. The ideal candidate will have strong analytical skills, attention to detail, and expertise in reporting tools to deliver actionable insights that drive continual service improvement.



Accountabilities:

Report Creation and Maintenance
Develop, generate, and maintain periodic reports on service performance metrics.
Create dashboards and visualizations to represent data in a clear and actionable format.
Ensure consistency and accuracy in data collection and presentation.
2. Data Analysis

Analyze data to identify trends, anomalies, and areas for improvement.
Provide insights and recommendations to improve service delivery and efficiency.
Collaborate with stakeholders to understand reporting requirements and translate them into actionable deliverables.
3. Service Performance Monitoring

Monitor and report on KPIs, SLAs, and operational performance metrics.
Identify and escalate risks or issues impacting service quality.
4. Collaboration and Communication

Work closely with Service Managers, Process Owners, and other SMO stakeholders to align reporting with organizational goals.
Present findings and reports to senior management and other stakeholders.
5. Tool and Data Management

Use reporting tools (e.g., Power BI, Tableau, Excel) and ITSM platforms (e.g., ServiceNow) for data extraction and report creation.
Maintain and optimize reporting systems to improve efficiency and usability.
6. Continual Service Improvement (CSI)

Support CSI initiatives by providing data-driven insights.
Recommend and implement improvements to the reporting process.