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What We'll Bring:
Analyst will support the Service Level contractual requirements, and support the internal and external customer relationship through ongoing analysis, reporting and documentation.
• Ensures that Service reports are produced for each customer Service
• Performs gap analysis to highlight breaches of SLA targets, investigating reasons and recommending actions to prevent their recurrence
• Plans and schedules the Service Performance Review meetings and document the results and actions
• Responsible for developing and maintaining current and up to date Service Level Management Catalog working with Technical application domain owners, application support teams, business owners and legal for alignment
• Develop and maintain automated environment that will be used to create standard performance reports for use in management and reporting of customer Service Levels. Develop and deliver custom ad-hoc reports to various parts of the enterprise.
• Execute data extract, data manipulation, data analysis for the reporting framework and ensuring all critical documentation are relevant organized and maintained to a high standard of quality and accuracy.
• Maintain and support the overall performance and deliverables of the service level reporting team members on a daily, weekly and monthly basis ensuring consistent, regular and accurate deliverables are provided.
• Must be fluent in English with excellent written and verbal communication skills.
• Strong Microsoft Excel skills,
• Strong PowerPoint skills
• Excellent organizational skills
• Documentation and Reporting experience
• Experience in Splunk is required to create dashboards and reports, and update and maintain existing dashboards.
• Experience in working with customers and third parties
• Experience in banking or insurance industries a plus • BA in Computer Science or related field and ITIL certification and BRM certification (desired).
• 2-3 years' experience in the IT industry with background in ITIL service level management framework.
• Strong planning skills.
• Excellent communication and negotiation skills in order to consult with senior level managers, stakeholders and internal/external customers.
What You'll Bring:
• Ability to draft customer-facing communications, including email templates and PowerPoints
• Responsible for extracting data and creating reports in a timely manner
• Responsible for highlighting any SLA breaches
• Reviewing SLAs to ensure they meet the defined standards
Impact You'll Make:
This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.
TransUnion Job Title
Assoc Developer, Software Development