About this role
<p><strong>Job Title:</strong> Service Reporting Analyst</p> <p><strong>Location:</strong> Austin, TX resident preferred. WFH. Open to other locations for the right candidate</p> <p><strong>Travel:</strong> NA </p> <p><strong>Job Description:</strong> </p> <p>Bring your strong analytical skills to analyze IT data. Duties include, but not limited to:<br>• Develop and maintain functional requirement documents for the 200 STS Service Level Agreements (SLAs)<br>• Manage SLA data collection, reporting, and SLA exceptions<br>• Perform validation of SLA results and SLA Exceptions <br>• Manage issue escalation and resolution<br>• Conduct weekly and monthly SLA Review Meetings<br>• Publish monthly SLA Compliance reports<br>• Facilitate Service Level Improvement Plans (SLIPs)<br>• Track Service Level Credits and Earnbacks<br>• Facilitate SLA Changes and Continuous Improvement<br>• Conduct SLA Compliance Assessments<br>• Conduct proactive Trend Analysis to facilitate service improvement<br>• Develop and maintain ServiceNow dashboards for SLA Validation & Trend Tracking <br>• Monitor adherence to contractual obligations<br>• Perform testing regarding ServiceNow and ITSLM updates/upgrades<br>• Validate and maintain Service Management Manual (SMM) documentation<br>• Conduct training sessions for DIR/MSI/SCP Teams<br>• Do our jobs well, support one another, and have good work/life balance<br> </p> <p><strong>What You Bring: <br>Required:</strong> </p> <ul> <li>Strong analytical skills including advanced Excel Skills (macros, VLOOKUP’s, etc)</li> <li>Experience analyzing IT Data</li> </ul> <p><strong>Desired:</strong></p> <ul> <li>SQL queries</li> </ul> <p> </p>