Overview
In this hybrid role, you will transform metrics into actionable insights within a regulated financial services setting. You will collaborate closely with Service Owners, IT Operations, Risk & Compliance, and senior stakeholders to produce high-impact reports and dashboards that drive service improvements and compliance. Your focus will be on ensuring data accuracy while contributing to operational transparency and effective decision-making through analytics.
Responsibilities
- Develop and maintain service performance reports across various ITSM processes.
- Monitor SLAs, KPIs, and OLAs to reflect service health and commitments.
- Build dashboards and visualisations using tools like Power BI and ServiceNow.
- Analyse service delivery trends to identify recurring issues and improvement opportunities.
- Support service reviews and stakeholder meetings with actionable insights.
- Ensure data accuracy within the ITSM platform.
- Assist in regulatory and audit reporting while contributing to process adherence initiatives.
- Support process owners with metrics tracking and ad-hoc reporting.
Requirements
- 2–4 years of experience in ITSM reporting or service analytics.
- Bachelor's degree in IT, Business Analytics, or a related field.
- Working knowledge of ITIL; certification preferred.
- Proficiency in ITSM tools such as ServiceNow or BMC Remedy.
- Strong skills in Excel, Power BI, and data visualisation.
- Attention to detail with the ability to present complex data effectively.
- Experience in the financial services sector is a plus.
- Familiarity with operational risk reporting or audit processes is advantageous.