FASTTEK GLOBALpowered by Fast Switch - Great Lakes
Chennai, Tamil Nadu
Operations Management Senior #1031891Job 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.
- Monitor our service level agreements (SLAs), investigate why they might be breached, and improve how we prioritize and resolve incidents.
- 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).
- Work with various teams to understand their reporting needs and translate them into effective data models and compelling visualizations.
- Extract and refine data from ServiceNow for Power BI reports, ensuring data accuracy.
- Performance Monitoring & Process Improvement:
- Create regular reports to track our operational process delivery, highlight achievements, and pinpoint areas for improvement.
- Define and track key performance indicators (KPIs) to measure how effective our processes are.
- Identify and implement opportunities to improve our Major Incident & Problem Management functions through better processes, tools, and automation.
- Scrum Master & Agile Leadership:
- Serve as the Scrum Master for teams focused on ITSM process improvement and automation.
- 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.