Beschreibung
Define and implement KPI reports, for example for
o Incident Management
o Problem Management
o Service Request Management
o Improvement Programme
Identify and implement changes in support tools, eg Remedy, required to collect data for service management reporting.
Review and improve monthly SLA reports to customers, covering SLA achievement and key risks and issues
Review and improve weekly operational dashboard covering major incident summary, major incident status update, action tracking
Consolidate reporting base to simplify and align regular reports for different stakeholders, integrating reports from suppliers
Provide regular service management reports and participate in presentation to stakeholders and improve reporting based on stakeholder feedback
Benotigte Kenntnisse:
Experienced in:
Definition and implementation of KPI reporting
Implementation of regular SLA reporting
Analysis of automatically generated reports and identification of key messages for service management reports
ITIL, specifically Service Operation and Service Level Management
Remedy, HP OpenView, Crystal Reports
Automation of regular service management reports
English (fluently spoken and written -> project language