Reporting and Analytics Manager (ITIL)

Vous cherchez un poste incroyable distance avec des collaborateurs canadiens?

6temik est une firme qui aide les entreprises cro tre et se d ployer l international.Nous sommes la recherche dunReporting and Analytics Manager (ITIL).

Vous serez appel (e)s travailler de fa on d di eaupr sd un de nos partenaires canadiens partir du Maroc. Notre client est un chef de file mondial qui cr e des avions novateurs qui r volutionnent l industrie. Leurs produits et services offrent des exp riences de transport de classe mondiale qui tablissent de nouvelles normes en mati re de confort des passagers, defficacit nerg tique, de fiabilit et de s curit . C est une organisation mondiale ax e sur la collaboration et lesprit d quipe.

Rejoindre 6temik c est b n ficier:

• D opportunit s sans limites
  
• De collaborer d velopper un centre d excellence
  
• De travailler avec des sp cialistes au Canada
  
• Une approche humaine du travail en mettant de l avant le d veloppement personnel et professionnel
  
• Des salaires concurrentiels;
  
• Retraite avec cotisation de lemployeur;
  
• Un programme d assurances collectives;
  
• Une quipe de travail d vou e et formidable;
  
• Une culture dentreprise ax e sur le d veloppement de chacun;
  

We are currently seeking a Reporting and Analytics manager to join our team. The Service Level and Reporting Analyst is responsible for measuring, monitoring and reporting the overall service health scorecard of the organization s services. The incumbent is required to provide monitoring and accurate measurement of the service performance and generate service reports.

The role involves proactively alerting the organization of any potential service risks, based on the agreed service targets, to prevent possible financial impact to the organization. This includes the maintenance of continual improvements on the documented information for Service Level and Service Reporting Management.

In your role, you will:

• Responsible to generate scheduled daily, weekly, monthly or ad-hoc service reports and ensure they are distributed to the stakeholder within the agreed schedule.
  
• Leverage Views provided by SNOW dashboards or Analytics tool views to understand and derive insights.
  
• Responsible for operational report preparation and monitoring of key metrics and SLA performance.
  
• Define blueprints for SLA based reporting, vendor and contract management, create dashboard and data visualization to support daily operations.
  
• Design and create indicators to measure performance and adjust service coverage.
  
• Suggest views that the tower would like to use to track their day-to-day delivery health and trends.
  
• Based on trends and insights derived, drive improvements by engaging their respective teams.
  
• Utilize the analytics views to demonstrate the effectiveness in managing delivery operations.
  
• Publish and distribute reports / dashboards in an electronic format.
  
• Design and create ITSM (ServiceNow) Dashboards.
  
• Ensure respect of IT and corporate branding guidelines when designing and implementing reports.
  
• Provide and manage all performance reports across process to drive key business decisions.
  
• Assemble and analyze data for business reports, ensuring data and calculations are accurate.
  
• Validate and present all trending and performance reports to client in a monthly review.
  

Profil

Qualifications - External

As our ideal candidate,

• You have a University Degree in Engineering, Computer Science, or relevant technical degree.
  
• You have Extensive knowledge and experience of CSI / Lean / Six Sigma methodologies and their application in an IT Service Management environment.
  
• You have 5 years of experience in building dashboards, creating reports for various stakeholders and processes/functions like (Incidents, request, change, problem, CMDB , software and hardware asset management, etc..) in Servicenow.
  
• You have excellent knowledge of Power BI Tool (Certification Preferred).
  
• You have 5 years relevant experience with Analytical and Reporting Management as well as process improvement in a technology organization.
  
• You have Knowledge of the ITIL framework as well as a high level of IT technical competence
  
• You have significant and demonstrable experience in the authoring and production of ITIL documentation. e.g. SLAs, OLAs, Service Catalogue, process alignment, procedure design and service mapping.
  
• You have extensive experience in managed services and service delivery environment including technical and service management exposure.
  
• You have ITIL Foundation Certification.
  
• You have outstanding communication skills Written and Verbal, in English and/or French.
  
• You have expertise on Microsoft Word, Excel and PowerPoint.
  

We thank all applicants for their interest, however, only those under consideration will be contacted. Please continue to monitor our website and apply for additional positions for which you are qualified and may be of interest to you.

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