Citi’s IT Service Management (ITSM) and Production Operations organizations supports hundreds of thousands of IT incidents, problems, changes and requests each year, enabling Citi to deliver on its business-driven priorities. The IT Service Management Reporting Analyst is a key member of the IT Service Management Office and provides operational analytics and reporting support to the ITSM Process Owners and Enterprise.
As an IT Service Management Reporting Analyst, you will help create, develop, and be accountable for both short, medium, and long-term continuous improvement strategy for IT Service Management reporting at Citi. Working with ITSM process owners, operational execution/delivery owners, along with customers and stakeholders, you will help set process strategy, develop and operate a continual service improvement roadmap across process, technology, and people while supporting ongoing audit, risk, and compliance needs.
Key Responsibilities
- End-to-end accountability, working in conjunction with key stakeholders, for developing and creating strategic ITSM reporting, including ServiceNow on-platform reports and dashboards using Performance / Platform Analytics and dashboards
- Working with customers and stakeholders to identify, inventory, assess, rationalize, and prioritize reporting needs and requests
- Design, develop, and implement timely and accurate data/reports using on-platform ServiceNow reports/dashboards, Grafana, and Tableau
- Develop and implement centrally published reports and dashboards for key ITSM key indicators and metrics that meet the enterprise needs for all business sectors
- Gather critical KPIs and build core operational dashboards to help teams drive operational rigor and manage performance
- Partner with customers and stakeholders to ensure standardized utilization of the reporting capabilities within the ServiceNow Platform.
- Develop guidelines, processes, and best-practices to ensure consistent usage of data elements and elimination of redundant reporting within the platform
- Create and review reports for platform performance optimization. Create ‘best practices’ documentation for end-users on how to minimize negative platform performance when creating reports and dashboards
- Develop reports and dashboards based on requirements gathered, partnering with stakeholders to deliver as well as train on report development to enable self-sufficiency
- Enforce and follow all company policies and procedures to ensure data integrity
- Work with partner teams to consolidate enterprise-wide reporting requirements that require custom solutions outside of on-platform reporting
- Maintain authoritative standards procedures and control objectives; ensure audit readiness.
GENERAL CHARACTERISTICS FOR SUCCESS:
The successful candidate will need to be a hands-on self-starter, capable of working with others around the world. This includes:
- Pro-active, can-do approach
- Customer focus
- Accuracy and attention to detail
- Personal commitment/Flexibility
- Excellent interpersonal and communication skills
- Demonstrable ability to multi-task and prioritize effectively
- Dynamic, enthusiastic, confident, reliable team member
- Strong performance record with history of increased responsibility
EXPERIENCE & EDUCATIONAL PREFERENCES
- Minimum of 5 years of experience creating ITSM reports and dashboards using the ServiceNow platform, Grafana, and Tableau
- Deep working knowledge of ITIL v4 – Foundation required; Managing Professional preferred.
- Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design.
- Conversant across infrastructure, applications, and cloud technologies
- Outstanding written, verbal, and non-verbal communication; proven influencer who adapts rapidly to different audiences.
- Lean Six Sigma/Black Belt advantageous
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Job Family Group:
Technology
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Job Family:
Infrastructure
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Time Type:
Full time
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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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