Develop, prioritize and execute a roadmap for ServiceNow Reporting and Analytics, (including real-time operational data visualization dashboards, continuous improvement opportunities, predictive modeling) that will transform the organization to be data driven and metrics based.
Utilize key operational and transactional data to derive actionable insights that will improve operational performance and advisor experience. Make improvement recommendations (supported by data and metrics) to Executive Leadership Team
Oversee the creation of appropriate monitoring mechanisms to measure results against goals and provide insight into corrective actions or incremental opportunities within the framework of business reviews
Proactively identifies and creates opportunities to embed insights and influence decision making across functional areas, and proactively identifies and creates opportunities for efficient sharing and strategic adoption of best practices
Utilizes functional mastery and business knowledge to consistently challenge and improve operational ideas, processes and recommendations
Evaluate and communicate to senior management trends and emerging issues affecting current IT Operations strategies and indicate new strategic opportunities
Spearheads initiatives for simplification of work processes or value maximizing value of IT resources
Collaborates directly with other IT operations team members to ensure close integration of activities across the organization
Leads appropriate governance and processes to monitor and accelerate execution of these initiatives
Other Job Duties:
Ensures continuous collaboration with IT Operations Management and other areas.
Prepares operational status reports and metrics to IT Operations Management
Bachelor's degree or equivalent work experience
Must have ServiceNow reporting and dashboard experience.
You are data obsessed, great at translating numbers into IT operational insights and uncovering both the what and the why.
You are equally comfortable talking with developers as you are IT leaders.
You’ve spent 3-5 years doing analytical work, preferably in support of IT operational efficiency and client satisfaction continuous improvement efforts.
You have experience in statistics.
You are proficient in advanced Excel, SQL and statistical tools
You are used to rolling up your sleeves and getting your hands dirty.
You are self-sufficient in getting the data that you need. If you don't already know how to get what you need, you will figure it out.
You know how to design and manage complex dashboards
Manages the governance process for reporting operations Lead to develop and implement additional processes
Strong communication skills
Ability to work independently or with a team and multi-task in a fast paced environment
Self-starter with strong technical skills and ability to learn new technologies quickly
Drive and Results Orientation
Data analytics/reporting/build dashboards
Accuracy and Attention to Detail
Decisiveness and Discernment
A helpful, respectful and personable approach to client and coworker interactions
The ability to listen, empathize and respond in a timely manner
A client-centric attitude that considers the client’s point of view for all actions
Personal pride in delivering exceptional experiences to clients and coworkers