SSRS Report Writer

Description:

This role is responsible for supporting the business process and system requirements, design, configuration, implementation, systems administration and support for EIT Operations teams. Primary responsibilities will be to provide reports using SQL Server Reporting Services (SSRS) tools and function as the systems administrator for the IT Service Management (ITSM) tool. In addition, the role tracks and reports all KPI’s, dashboards, and performance metrics for the department.

Tasks and Responsibilities:

• Reports EIT Operations and End User Support teams’ call statistics. Develops and maintains department dashboards and metrics to leadership, as needed.
• Works with leadership to establish and maintain metrics policies, procedures, Balanced Scorecard (BSC) reports and systems for the EIT Operations and End User Support.
• Reports actual performance vs. SLO’s (Service Level Objectives) for internal technical support and may include vendor service level management. Recommends options and strategies for addressing SLM (Service Level Management) issues and identifies opportunities for improvement.
• Tracks and reports on all EIT Operations and End User Support performance for IT Services, as well as meeting new reporting requirements, as defined.
• Managing catalog of reports through an effective lifecycle of plan, implement, manage, review, retire for all reports under employee’s control.
• Defines designs, develops, and supports regular and ad hoc reports to support the EIT Operations and End User Support team and other departments who may use the ITSM tool.
• Functions as System Administrator for IT Service Management and Knowledge Management for design, development, configuration, implementation, data conversion, support, customer satisfaction surveys, reporting, expansion to other business units, and other implementation and support tasks as needed.
• Responds to user inquiries (phone calls, in person, or by e-mail) pertaining to Service Management/Knowledge management software.
• Attend project meetings, work with project teams to provide input on capabilities and timelines and get report requirements for implementation.

Minimum Qualifications

• BA Computer Science, Programming, Information Systems or related field or equivalent combination of education and experience
• Familiarity with SSRS (SQL Server Reporting Services) or similar SQL reporting tool
• At least three years’ experience in an Operations or Service Desk environment tracking and reporting individual / team / customer performance metrics, KPI’s and service levels
• Proficient in Microsoft Office 365 suite of tools