IT Data & Reporting Analyst
Location Gauteng
Salary R0.00 pm - R40,000.00 pm
Field IT
Type Full Time
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A leading international law firm is looking for a IT Data & Reporting Analyst. The role of the Data & Reporting Analyst will be to provide reporting, insight and process support across the IT Service Management function globally. They will also work closely with other stakeholders within IT on the reporting of issues that affect key performance indicators including dashboards, metrics, availability management, service level management, customer experience and other defined measurements related to key business deliverables. The Service Management team sits under the IT Services function and is made up of the Global Service Desk, Systems Administration, Continual Service Improvement and reporting teams. The team's mission is to deliver effective IT support and continually improve the experience to meet andexceed expectations and enhance the productivity of IT and the business at every contact.

Responsible for gathering data from various sources and performing analysis, trending and forecasting. The role includes reviewing data for global service teams, and identifying areas for improvement, providing insight alongside the production of reports.
Liaising and working with different parts of the IT department, to extract, organise and analyse data.
Reporting on adoption, performance and impact of new and existing IT services.
An understanding of Service Delivery, Application Support and Infrastructure Support Key Performance Metrics.
Provide regular reporting for KPIs, operational metrics, balance scorecards, dashboards etc.
Perform call trending reports and root cause analysis and suggest steps for improvement.
UWorking with technical service owners to provide metrics and suggestions to meeting metrics.
The role involves extensive usage of Service Management tools.
Understanding of producing dashboards for different levels of management within the organisation.
Must have good analytical & innovation skills to study the current state of processes and reporting, perform gap analysis and recommend improvements.
Excellent documentation and presentation skills.
Analytical skills incorporating statistical methods, to identify a problem, analyse cause and propose or undertake resolution actions.
Visual design aptitude for presentational material and attention to detail for report creation.
Skilled in various reporting tools / mechanisms as well as a quick aptitude for learning new tools.
Self-motivated, capable of driving results and able to work underpressure and to deadlines.
Exceptionally organised and methodical.
Proven skills at cultivating strong working relationships and workingwell within a team to learn and share knowledge.
Knowledge and understanding of IT service management processes.
Good understanding of services, customer dependencies, IT infrastructure components, and the service development life-cycle.
Must have working experience with Service Management tools (ideally ServiceNow) to create dashboards, trending, forecasting and producing complex reports.
Certified ITIL Foundation V3.
Exceptional customer service, interpersonal, presentation, and communication skills required to interact effectively with personnel at all levels.
Relevant Diploma or Degree.
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IT Data & Reporting Analyst

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