Operation Management Senior

34311

Position Description:

Senior ITSM Operations & Reporting Analyst Location: Hybrid About the Role: We're looking for a motivated and experienced Senior Analyst to join our team. In this hybrid role, you'll be key to improving our IT Service Management (ITSM) processes, especially around Incident Management. You'll use your expertise in data analysis, reporting (primarily with Qlik Sense, Power BI and ServiceNow), and process governance. Some part of this role involves acting as a Scrum Master, leading agile initiatives for operational improvements. You'll help us identify trends, ensure data quality, and drive continuous improvement and automation.

Skills Required:

IT Operations, Ad Hoc Reporting, Continuous Improvement Process

Skills Preferred:

Java Full stack

Experience Required:

Required Skills & Qualifications:
• Bachelor's degree in IT, Computer Science, or a related field.
• 6+ years of experience in IT Service Management (ITSM) operations.
• Deep understanding and proven experience in Incident Management, including handling major incidents and post-mortems.
• Exceptional proficiency in Power BI, including advanced data modeling and dashboard design.
• Strong hands-on experience with ServiceNow (admin/developer experience is a big plus), including data extraction, reporting, and configuring modules like Incident, Problem, and Change.
• Proven experience as a Scrum Master with a solid grasp of agile methodologies.
• Expertise in Jira administration and management (workflow configuration, reporting, board setup).
• Ability to analyze large datasets to identify trends, patterns, and anomalies, especially in incident management.
• Excellent analytical, problem-solving, and communication skills.
• Proactive, self-starter with a strong drive for continuous improvement.

Experience Preferred:

Contribute to discussions and initiatives applying Site Reliability Engineering (SRE) principles to improve the reliability and resilience of our services.
• Explore and assess the application of AI/ML tools within the ITSM landscape to enhance automation, prediction, and operational efficiency.

Education Required:

Bachelor's Degree

Education Preferred:

Associate Degree

Additional Information :

• Proactively analyze IT incident data to find trends, patterns, and recurring issues. o Monitor our service level agreements (SLAs), investigate why they might be breached, and improve how we prioritize and resolve incidents. o Ensure the quality of incident resolution notes for better future analysis.
  • Data & Dashboarding (Power BI Expert):
  • Design, develop, and maintain advanced reports and interactive dashboards, primarily using Power BI, to provide clear insights into our ITSM performance (e.g., incident trends, SLAs, MTTR, MTTA, upgrade/downgrade patterns). o Work with various teams to understand their reporting needs and translate them into effective data models and compelling visualizations. o Extract and refine data from ServiceNow for Power BI reports, ensuring data accuracy.
  • Performance Monitoring & Process Improvement: o Create regular reports to track our operational process delivery, highlight achievements, and pinpoint areas for improvement. o Define and track key performance indicators (KPIs) to measure how effective our processes are. o Identify and implement opportunities to improve our Major Incident & Problem Management functions through better processes, tools, and automation.
  • Scrum Master & Agile Leadership: o Serve as the Scrum Master for teams focused on ITSM process improvement and automation. o Facilitate all agile ceremonies (like sprint planning, daily stand-ups, reviews, and retrospectives). Data Reporting & Visualization Excellence (Power BI Focus):
  • Design, develop, and maintain advanced reports and interactive dashboards primarily using Power BI to provide actionable insights into ITSM
  • Collaborate with various teams to understand complex reporting requirements and translate them into effective data models and compelling visualizations.
  • Utilize ServiceNow reporting tools as needed to extract and refine data for Power BI.
  • Ensure data accuracy and integrity across all reporting initiatives.