ITIL Business Intelligence Specialist

Req ID: 331345 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a ITIL Business Intelligence Specialist to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

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ITIL Reporting and Analytics Manager
We are currently seeking a Reporting and Analytics manager to join our team. The Service Level and Reporting Analyst is responsible for measuring, monitoring and reporting the overall service health scorecard of the organization’s services. The incumbent is required to provide monitoring and accurate measurement of the service performance and generate service reports.
The role involves proactively alerting the organization of any potential service risks, based on the agreed service targets, to prevent possible financial impact to the organization. This includes the maintenance of continual improvements on the documented information for Service Level and Service Reporting Management.
In your role, you will ...
• Responsible to generate scheduled daily, weekly, monthly or ad-hoc service reports and ensure they are distributed to the stakeholder within the agreed schedule.
• Leverage Views provided by SNOW dashboards or Analytics tool views to understand and derive insights.
• Responsible for operational report preparation and monitoring of key metrics and SLA performance.
• Define blueprints for SLA based reporting, vendor and contract management, create dashboard and data visualization to support daily operations.
• Design and create indicators to measure performance and adjust service coverage.
• Suggest views that the tower would like to use to track their day-to-day delivery health and trends.
• Based on trends and insights derived, drive improvements by engaging their respective teams.
• Utilize the analytics views to demonstrate the effectiveness in managing delivery operations.
• Publish and distribute reports / dashboards in an electronic format.
• Design and create ITSM (ServiceNow) Dashboards.
• Ensure respect of IT and corporate branding guidelines when designing and implementing reports.
• Provide and manage all performance reports across process to drive key business decisions.
• Assemble and analyze data for business reports, ensuring data and calculations are accurate.
• Validate and present all trending and performance reports to client in a monthly review.
As our ideal candidate:
• You have a University Degree in Engineering, Computer Science, or relevant technical degree.
• You have Extensive knowledge and experience of CSI / Lean / Six Sigma methodologies and their application in an IT Service Management environment.
• You have 5 years of experience in building dashboards, creating reports for various stakeholders and processes/functions like (Incidents, request, change, problem, CMDB , software and hardware asset management, etc..) in Servicenow.
• You have excellent knowledge of Power BI Tool (Certification Preferred).
• You have 5 years relevant experience with Analytical and Reporting Management as well as process improvement in a technology organization.
• You have Knowledge of the ITIL framework as well as a high level of IT technical competence
• You have significant and demonstrable experience in the authoring and production of ITIL documentation. e.g. SLAs, OLAs, Service Catalogue, process alignment, procedure design and service mapping.
• You have extensive experience in managed services and service delivery environment including technical and service management exposure.
• You have ITIL Foundation Certification.
• You have outstanding communication skills – Written and Verbal, in English.
• You have expertise on Microsoft Word, Excel and PowerPoint.