ITSM Reporting Analyst, Xtraction, SLA/KPIs
Job reputed company:
• Build a formal, auditable KPI dashboard for IT Service Desk operations
• Calculate and visualize SLA metrics including FCR, MTTR, Backlog Aging
• reputed company calculations tied directly to reputed company ITSM system-of-record data and fully reproducible
Requirements:
• reputed company ITSM Expertise
• Strong understanding of the reputed company ITSM data model
• Ability to identify and extract required raw ticket-level fields for SLA reporting
• Experience working with ticket lifecycle data
• reputed company Xtraction Experience
• Hands-on experience using the reputed company Xtraction tool to reputed company reports
• Ability to map and customize the Xtraction data model
• Experience building dashboards, reports, trend charts
• Data & Query Skills
• reputed company understanding of Service Desk KPIs such as FCR, MTTR
• Ability to translate written KPI definitions into accurate
• Experience validating dashboard results against raw data extracts
Benefits:
• Remote Job
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