ITSM Reporting Administrator

Job Overview:

Reporting into the ITSM Reporting Administrator role is part of an impactful service management team focusing on experience and a high level of customer service, delivering the right outcome to Arm.

Responsibilities:

• Report Development: Create and customise reports and dashboards using reporting tools, such as ServiceNow / Performance Analytics, to meet specific business requirements.
• Data Analysis: Analyse data to identify trends, patterns, and areas for improvement in IT service management and other business functions.
• Data Visualization: Design visually engaging and easy-to-understand data visualisations to communicate key performance indicators (KPIs) and metrics.
• Report Automation and Optimisation: Develop automated reporting processes to save time and improve efficiency.
• Customer Collaboration: Work closely with internal customers, such as IT teams and business departments, to gather reporting requirements and provide data-driven insights.
• Training and Support: Assist end-users in accessing, interpreting, and utilising reports, providing training and support as needed.
• Documentation: Maintain documentation of reporting processes, data sources, and standard methodologies.
• Issue investigation and resolution: Investigate and resolve issues related to reporting functionality and data integration.
• Quality Assurance: Ensure the highest level of data quality, consistency, and security within all reporting solutions.

Required Skills and Experience :

• 4 to 7 Experience in reporting, data analysis, and data visualization.
• Love working with both technical and non-technical people of diverse experience and backgrounds
• Able to research and find information independently, which you freely disseminate
• Open to being coached and mentored, and willing to spread your knowledge and expertise to others
• Good communication and problem-solving skills

“Nice To Have” Skills and Experience :

• ITIL v3 Foundation Certificate and/or ISO20,000 certification!
• Understanding of Agile development practices