Vacancy : ITSM Reporting Analyst Location : Royston The Company :
Johnson Matthey is a FSTE100 multinational speciality chemicals and sustainable technologies business headquartered in the UK.
Our vision is for a world that's cleaner and healthier; today and for future generations. We apply our cutting-edge science to create solutions with our customers that make a real difference to the world around us.
We are currently in the process of global IT transformation with several large programmes running and about to start.
We currently have a need for an ITSM Reporting Analyst to join the team in our Royston office on a permanent basis.
This role is to work as part of the Service Governance and ITSM team, develop and establish Service Management Reporting capability that provides timely, detailed and accurate management information on all aspects of Operational Performance Management, Service Levels, Key Performance Indicators and Customer Satisfaction.
Create and promote a reporting and analytics framework based on agreed strategy and design, collate and produce the Service Management reporting required to support the regular JM IT meetings and governance forums (internal and external)
Responsible for creating, and automating where possible, reporting for management teams to support KPI and SLA management
Provide in-depth insights into JMIT operations and balance user satisfaction and SLAs with operational costs
Work closely with the appropriate stakeholders to facilitate the creation and updates of dashboard(s) within the ITSM reporting toolset(s)
Analyse the data obtained from the report to provide commentary or rationale on the status and trends, providing details of any improvements or causes of data anomalies
Examine and evaluate the purpose and content of reports and dashboards, and specify new or changes to existing reports and dashboards
Test and validate the quality of new and changed reports and dashboards
Perform data analytics and provide recommendations for improvement opportunities
Develop appropriate training materials and train the JM IT teams on the usage of reports, dashboards and the ITSM reporting toolset(s)
Carry out any other duties which are within the employee’s skills and abilities whenever reasonably instructed
Ensure adherence to company Policies, Standards and Standard Operating Procedures (SOPs) at all times
As a member of the global JM IT community, you will be a champion of the function’s values and culture while demonstrating and openly encouraging the behaviours expected from a professional, best in-class IT team.
Are you the ideal candidate? You will have :
3 years experience in defining, developing and operating Service Management reporting
Strong experience designing and implementing ITSM support services in large / complex enterprise environments
ITILv3 or v4 Foundation
Strong collaboration experience across functional borders
Experience of facilitating workshops and chairing meetings
Highly experienced in using MS Office, especially Excel for the manipulation of data