Job Description

Position Summary:

We are currently seeking Performance Management Analyst responsible for gathering service requirements, as well as monitoring, validating, and reporting with regards to agreed service levels and makes sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets. This is an excellent opportunity for a self-motivated and professional individual to work within a varied and challenging role, with a dynamic and growing organisation. The role provides potential for future growth and career opportunities.

Job Description:

• Understand IT contracts and setup Service level metrics in Managed Service platform
• Driving SLA Operations focused with Contractual agreement and as per agreed SLA / OLA.
• Create Business rules to enable automation of Service level validation.
• Assess Service Level data to provide key insights
• Perform Gap analysis, verify RCAs and follow disputes resolution process
• Provide recommendation to improve Supplier service by introducing business relevant Service levels.
• Write User stories to customize the Service level workflow on the tool based on client requirements.
• Continual improvement of the reporting & ratification process.

Required skills and Experience:

To be successful in this position you will have:

• Post Graduate / Graduate in Commerce or Science
• 3 – 5 years’ experience in Service level management and reporting
• Certified in PMP and ITIL or Prince 2
• Strong interpersonal skills with the ability to build and manage business relationships
• Strong project management and organizational skills
• Strong written and verbal communication skills and a meticulous attention to detail
• Industry competitive capabilities, customer trends, and economic environment
• Excellent time management and organisational skills
• The ability to prioritise tasks based on urgency as well as importance
• The ability to work both autonomously and in a team-based environment
• The willingness to learn with initiative and take on new responsibilities
• Proficient knowledge of Microsoft products – Word, Excel, Power Point and Outlook
• Candidates who have been part of Ticket handling, (Incident, Problem, Request & Change, Service Levels review, reporting metric, etc.)
• Good understanding of Incidents and Service Requests throughout the lifecycle
• Reporting Experience - Creating SLA reports & (Designing dashboards, Analysing data and drill down details etc.)
• Knowledge on Service desk ITMS tools, (Service Now, Remedy Ops Manage, JIRA, CA service desk etc.)