As the Metrics & Problem Analyst, you are responsible for facilitating the process to collect and define client requirements. Provides advice and recommendations on process best practices. Performs analysis on business or systems processes to identify improvements. Works with clients to understand and define needs and develop and recommend solutions. Interacts and communicates with end-users, management, vendors, and IT personnel. Produces functional design specifications based on user requirements.
More About the Role:
Reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as needed meetings.
Assist in development and reporting of SLAs.
Generate customer satisfaction surveys upon ticket closure and on a regular cycle. Review survey results and feedback to improve services, tools and support experience. Provide necessary follow up to customers.
Provide system administration support for ITSM tool.
Maintain knowledgebase repository and ensure quality procedures and solutions are available to the staff.
Manage process for communicating outage/emergency activities to the organization.
Monitor and correlate incidents to identify trends and potential systemwide problems.
Coordinate process and resources to resolve outages and systemwide problems.
Coordinate root cause analysis activities.
Work to make service desk the single source of truth and service delivery channel for IT.
Participate in IT departmental meetings to ensure awareness of operational activities and upcoming changes as well as provide service desk statistics and updates.
You'll Bring These Qualifications:
Typically has a University Degree (BA/BS) or equivalent experience and minimum 5 years of related work experience.
Experience in development and enforcement of Service Level Agreements (SLAs)
Experience in development and reporting of service metrics and key performance indicators (KPIs)
Knowledge of ITIL best practices/ISO20K standards
Experience with ITSM tools and solutions; ServiceNow desired
Strong verbal and written communications skills and effective presentation skills
Ability to relate to all levels of the organizations