Senior Analyst

• Senior Analyst - Service Excellence Manager / Servicenow Business Analyst, Expert 2 As a Service Excellence Manager / Servicenow Business Analyst, you ensure proper implementation of the Service Level Management and Service Portfolio Management for the service portfolio under your responsibility
• You will also ensure Service Management Reporting is provided as per Service Catalog and per stakeholder/business requirements (eg availability, effectiveness and efficiency of ticket handling, user satisfaction/adoption)
• You will interact with the various stakeholders, which could be business and senior management but also external consultants to plan the service portfolio, monitor the overall service performance and coordinate new report and dashboard developments
• The role requires an excellent knowledge of ITIL foundation and Service Level Management (SLM) processes combined with a good understanding of associated IT SM and reporting systems like Servicenow and Servicenow Performance Analytics
• Thus, you should be in the position to build service performance reports consistently and present business context results to stakeholders including IT-LT
• You will be responsible for ensuring customer satisfaction by improving data quality along with high level of transparency, supporting Operation/Project delivery teams with guidance and training to be process compliant and orchestrating on time delivery
• Service Performance Reporting of the Managed Services provided by our external strategic partners belongs to the role to meet the agreed KPIs
• This includes periodic reviews and the use of defined processes to monitor hand over quality of new services
• ResponsibilitiesImplement and follow IT service management best practices, processes, and procedures, in alignment with the ITIL framework and according to IT processes
• Establish and manage service level agreements (SLAs) with internal and external stakeholders and monitor service performance against agreed-upon SLAsProvide expertise and drive to improve data quality, meet KPI s, analysis of the data and service performance reporting
• Responsible for managing customer escalations, monitor quality of onboarding of new services by coordinating with the stakeholders responsible for the services
• Develop and implement a continuous improvement program to improve IT service quality, customer satisfaction, collaborate with peers of other IT departments
• Design Service Performance reports and dashboards in Servicenow Performance Analytics or prepare similar data analysis in other tools like MS Power BI
• Orchestrate/manage data visualization projects in collaboration with other teams or external vendorsPrepare and present regular reports on service performance to senior management and identified stakeholders
• Communicate changes related to IT processes, monitor and ensure data quality related to application lifecycle managementAccountable for timely input to periodic performance report and annual service reviews

Who you are: Education/Professional Experience

• Bachelors/masters degree or equivalent in Computer Sciences and/or Business Administration
• More than 4-years of experience within an international environment in the IT (Information Technology) space Solid foundation in IT service management methodology (ITIL)
• Good understanding of Performance Management and Dashboard solutions especially in Servicenow Performance Analytics and Microsoft Power BI, Power Automate and Power Apps
• Exposure to Support Service Performance monitoring and KPIs (preferred)
• Exposure to IT Project Management as lead or project member

Technical Skills

• Experience with Microsoft Power Apps, Power BI, Office, Tableau or ServiceNow Reporting and Performance Analytics or other data visualization tools
• Experience with Generative AI tools like ChatGPT, Microsoft Co-Pilot or Dall-E
• Willingness to learn about new Reporting Tools, Process Automation and future IT technologies and methods (Generative AI, UX Design, Story Telling, Ideation, Scrum, Kanban and more)