IT Analyst – Service Management Data Analyst

Under the supervision of the IT Service Manager, the Data Analyst will be responsible for a variety of data collection and analysis tasks.  Assignments will include (but are not limited to) compiling and analyzing data and coordinating multiple concurrent activities, establishing significant knowledge of organizational policies, procedures, and practices around service management, service offerings, and service level agreements.Essential FunctionsWork with colleagues and Operations leadership to develop the strategy for using data to drive performance improvement, for all users of the ITSM platformConsult with leadership on a metrics-driven strategy for service deliveryProduce accurate and standardized reporting with key insights to communicate operational performance to leadership team(s)Develop and maintain dashboards and on-demand reporting for a variety of audiencesCollaborate with Operations Units to develop dashboards, publish recurring status reports, analyze data, and explore how to better support stakeholdersMulti-task in time-sensitive situations Communicate frequently with diverse individuals and audiences by phone, in person, in writing, and via remote communication toolsKeep supervisors and colleagues informed of the progress of queries and requests; follow up promptly and regularly with clients and colleaguesWork alongside technical staff and maintain a general knowledge of their work in order to better support divisional needsSchedule meetings/Draft communicationsEstablish and maintain working relationships with associates, administrative officials, and departmental officials within OIT and distributed IT departmentsPrepare various periodic reports as assignedMaintain a knowledge of relevant City and departmental administrative and communication systemsProvide pro-active recommendations for process improvementAssist Incident, Problem, Service and Change management functions with analysis of trends and patternsAssist with the review the Service Level Management process and analyze it for continuous improvementVarious administrative and technical duties as assigned Competencies, Knowledge, Skills and AbilitiesKnowledge of, or willingness to learn IT industry frameworks for service managementHighly detail-oriented and organized, consistent follow-throughWillingness to learn, be flexible, and arrive willing to help in challenging situationsEvaluate the effectiveness of administrative functions and recommend changes to provide for more effective and efficient operationsProficient in the use of SQLProficient in building reports, dashboards and insightsProficient in PowerBIProficient with Microsoft Office, particularly Excel and PowerpointFamiliarity with or willingness to learn OIT’s ITSM system, particularly in regard to reporting and making the most of available dataStrong oral and written communication skillsComfortable working either as part of a team or individuallyPrioritize and achieve deadline goals with/without supervisionAbility to exercise sound and independent judgmentProfessional demeanor and ability to remain calm in challenging situations