Metrics Automation Specialist

Job Title: Metrics Automation Specialist

Job Summary:

We are seeking a proactive and technically skilled Metrics Automation Specialist to design, implement, and manage automated solutions for gathering metrics from various tools (e.g., ITSM platforms, Grafana, and other monitoring systems). The ideal candidate will define metric calculations, calculate KPIs, and store results in centralized repositories such as SharePoint lists. This role requires expertise in automation tools (e.g., Microsoft Power Automate), ETL processes, and data visualization platforms (e.g., Tableau, Microsoft Power BI). The candidate will also interface with managers across teams to ensure timely data submission and drive accountability for meeting monthly deadlines.

Key Responsibilities:

1. Metrics Automation and Data Integration:

• Design and implement automated workflows to gather metrics from ITSM tools (e.g., ServiceNow, Jira), monitoring platforms (e.g., Grafana), and other data sources (HR, financial systems, spreadsheets, SQL databases)

• Use ETL tools (e.g., Microsoft Power Automate, Power Query) to extract, transform, and load data into centralized repositories such as SharePoint lists.

• Ensure data accuracy, consistency, and completeness across all sources.

2. KPI Calculation and Metric Definition:

• Collaborate with stakeholders to define metric calculations and KPIs aligned with organizational goals.

• Develop scripts, formulas, or workflows to calculate KPIs from raw data (e.g., incident resolution times, uptime percentages, SLA adherence).

• Document metric definitions and calculation methods for transparency and reproducibility.

3. Data Visualization and Reporting:

• Create visually compelling dashboards and reports using tools like Tableau, Microsoft Power BI, or Excel.

• Present insights and trends to stakeholders in a clear and actionable format.

• Continuously improve visualization methods to enhance understanding and decision-making.

4. Stakeholder Engagement and Accountability:

• Interface with managers in line teams to ensure timely submission of data and adherence to monthly deadlines.

• Persuade and motivate teams to meet metric targets and deadlines by demonstrating the value of accurate and timely reporting.

• Act as a liaison between technical teams and business stakeholders to ensure metrics align with organizational priorities.

5. Process Improvement and Automation:

• Identify opportunities to streamline metric collection and reporting processes using automation tools.

• Implement best practices for data management and reporting workflows.

• Ensure scalability and maintainability of automated solutions.

Required Skills and Qualifications:

Technical Skills:

• Proficiency in automation tools such as Microsoft Power Automate, Power Query, or similar platforms.

• Experience with ETL processes and integrating data from multiple sources.

• Strong knowledge of data visualization tools such as Tableau, Microsoft Power BI, or Excel.

• Familiarity with ITSM tools (e.g., ServiceNow, Jira) and monitoring platforms (e.g., Grafana).

• Basic scripting or programming skills (e.g., Python, SQL) for data manipulation and automation.

Soft Skills:

• Excellent communication and interpersonal skills to interface with managers and stakeholders.

• Strong persuasion and negotiation skills to drive accountability and adherence to deadlines.

• Ability to explain technical concepts to non-technical audiences clearly and effectively.

• Highly organized, detail-oriented, and capable of managing multiple priorities.

Experience:

• Proven experience in automating data collection, KPI calculation, and reporting workflows (e.g., 3–5 years in a similar role).

• Experience working with SharePoint lists for data storage and management.

• Familiarity with ITSM metrics and operational KPIs is a plus.

Education:

• Bachelor's degree in Data Analytics, Computer Science, Information Systems, or a related field (or equivalent experience).

Preferred Qualifications:

• Experience with advanced scripting languages (e.g., Python, R) for automation and data analysis.

• Knowledge of ITIL or ITSM frameworks and their associated metrics.

• Familiarity with Microsoft Office 365 ecosystem (e.g., SharePoint, Power Automate, Power BI).

Key Deliverables:

• Automated workflows for metric collection and KPI calculation.

• Centralized repository (e.g., SharePoint lists) for storing and managing metrics.

• Monthly dashboards and reports visualizing trends and insights.

• Documentation of metric definitions and calculation methods.

• Improved processes for timely data submission and reporting.