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Overview

Our leading Douglas-based Finance Sector Client is expanding its Technology Team as they progress an ambitious transformation programme. As they evolve the technology organisation, they require a Service Reporting Analyst.

Note - this role is based on the Isle of Man, so requires candidates to either be based on the island currently or be open to relocation.

The Service Reporting Analyst uses data from across the Technology landscape - whether that's generated internally or provided by suppliers - to provide a view of performance, compliance, opportunity and risk. Using the multiple different sources and tools this role is essential to ensuring that the team can articulate to stakeholders how IT is fulfilling their needs and, just as importantly, where it's not. This is achieved through analysing, interrogating and interpreting the data sources using the multiple different industry standard tools available.

Working with the Technology Stakeholders to build a robust, accurate, reliable set of reporting practices, data feeds and automations that demonstrate:

• The position and performance of the internal and vendor-provided Technology services that underpin the group's business against Technology Policy and Processes
• The performance against ITIL Service Operations best practices and processes for Incident, Problem, Service Request and Change Management against Service Level, KPI and other performance metrics
• Creation of a Service Reporting Catalogue, detailing the reports created, the scope covered, the data sources used and the calculation methods and tools employed

Work with the CTO, the Technology Leadership Team and their direct reports to create, and agree the scope & cadence of governance reporting:

• IT Service Reporting
• Supply Chain Oversight Reporting
• IT Resilience reporting
• Scheduled Maintenance reporting
• Technical Vendor Performance and Adherence Scorecards

Work with Technology stakeholders to facilitate reporting across the landscape on an ad hoc basis

The ideal candidate for the role of Service Reporting Analyst will have:

• Ahigh level knowledge of ITIL Service Operations and Supply Chain best practices and processes, to allow you to understand the context of what you're reporting on
• Experience working in a reporting capacity previously, or one with similar transferrable skills. Use of PowerPoint, Excel, VisualBasic, Power BI, PowerAutomate and other tools to allow for the efficient creation of reporting views and dashboards is essential
• Proven, disciplined and consistent analytic approach and mindset: Prior experience and skills in data analysis and interpretation will be required for the successful candidate
• Capable of problem solving - able to visualise the different aspects that can be provided through interrogating, interpreting and transforming the data provided
• Previous experience using ITSM toolsets such as ServiceNow, BMC Remedy beneficial
• MIcrosoft Office / Office 365 Collaboration tooling experience essential
• Ability to work with stakeholders at multiple levels of seniority, across multiple different suppliers and geographies