NEC Australia Reporting Analyst in Australia
Location:NSW - Wollongong
Permanent, full time role based in Wollongong
Provide reporting and analysis support for management and the clients
Support a key State Government account
Career opportunity in a supportive team environment
NEC Australia is a leading technology company that delivers a complete portfolio of ICT solutions and services to large enterprise, small business and government customers. NEC Australia helps customers gain greater business value from their technology investments, by delivering end-to-end technology solutions, business and IT transformation consultancy, professional services, communications solutions, application and solutions development and infrastructure and applications managed services and support.
About the business
The Continual Service Improvement group forms part of the ITSM Organisation within NEC's National Operations department within the Delivery business unit. The CSI group provides Service Improvement, Service Reporting, Service Analysis and Measurement services to the NEC internal organisation and our customers. The CSI group is responsible for the delivery and management of CSI services to our customers. Continually aligning and realigning IT services to the changing business needs by identifying and implementing improvements to IT services that support business processes. CSI looks for ways to improve process effectiveness, efficiency as well as cost effectiveness.
About the role
An exciting, permanent opportunity has arisen for a Service Reporting Analyst to produce client ready reports, undertake analysis of service desk metrics, service management process metrics, service reports, customer satisfaction, achievement against contract targets, adherence to policies and service level performance.
This is a key reporting focused role to support Service Delivery staff, Performance manager, line managers and clients.
Reporting to the CSI Manager, you will have the following key responsibilities:
Establish and deliver reports according to client specifications and contractual obligations (internal and external), the templates and reporting structure to be used to report progress status and Service Level performance across multiple towers of a client organisation
Act as a consultant between the customer and technical groups to determine requirements and translate into technical requirement to direct the build of the reports
Develop, maintain and improve on recurring reporting and dashboard publications for Service Level Management, Service Request Management, Incident Management, Problem Management, Change Management, Asset & Configuration Management and as well as operations metrics and trend reporting
Identify and collect data from a variety of sources to meet client reporting requirements, including the ITSM tool, System Centre Operations Manager tool and call centre queue management system
Ensure that the reporting schedule is strictly adhered to
Ensure that reports are relevant to the client, service contract and are of the highest quality achievable
Manage the access control for reporting and dashboard information distribution according to service level agreement
Work closely with the Service Delivery team and other senior management as well as relevant client personnel to ensure reporting and dashboards are relevant and meet their intended purpose
Leverage BI tools to improve reporting through automation and visualisation
Provide self-serve solutions to help improve use of data across the business
Skills & Experience
To be successful in this role, you will be an IT professional with experience working with process owners and operations teams to produce ITSM reporting. You will be comfortable working with data and proficient with extracting meaning for business decisioning.
Additionally, you will bring the following skills and experience:
Advanced proficiency with MS Excel, proficiency with MS PowerPoint and Word
ITIL v3 Foundation certification
Data warehousing and SQL
Data analytics, BI tools
Experience in providing and supporting comprehensive periodic reporting to senior management and governance forums;
Strong interpersonal, communication and presentation skills;
Extensive experience in KPIs, metrics and performance analysis, reporting and planning;
Strong experience with data extraction and reporting from IT Service Management and monitoring tools;
How to apply
At NEC, we offer an outstanding working environment and the opportunity to be part of a high performance team. We place great emphasis on our staff satisfaction and have a fantastic corporate culture and a highly responsive management team.
If you are ready to take the next step in your career, we are keen to hear from you!