Description
- Identify gather and integrate data from multiple sources including IT systems service desks monitoring tools and customer experience platforms
- Define and maintain key metrics for tracking customer IT journeys and service performance
- Analyse user behaviour across IT services to identify trends pain points and optimization opportunities
- Translate data into clear actionable recommendations for operational and strategic improvements
- Design and maintain dashboards that clearly communicate performance and experience metrics
- Present insights in a clear compelling and accessible way using data storytelling techniques
- Support datadriven decision making across service improvement initiatives
- Deliver the above while complying with governance control frameworks
- Establish a digital environment and automate processes to minimize variation and ensure predictable high quality code and data
What you need to have to succeed in this role
- Experience of data visualization tools and dashboard design
- Strong analytical and problemsolving skills with the ability to make datadriven decisions
Experience of working with tools like
- ServiceNow
- Jira
- GCP Looker Studio
- SQL
- Splunk
- An automation focused mindset ideally with Python proficiency
- Strong communication and interpersonal skills with the ability to articulate technical concepts to nontechnical stakeholders
- Respectful of different cultures working with colleagues from across all 5 regions North America LATAM Middle East Asia Pacific and Europe
- Knowledge of Agile methodologies and project management frameworks
- Familiarity with emerging technologies and industry trends
Skills
Mandatory Skills : Jira Service Desk, MySQL, ServiceNow ITSM, Splunk
