IT Analyst – Service Management Data Analyst
| Company | City of Philadelphia |
|---|---|
| Location | Philadelphia, PA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- Proficient in SQL
- Proficient in building reports, dashboards and insights
- Proficient in PowerBI
- Proficient with Microsoft Office, particularly Excel and Powerpoint
- Strong oral and written communication skills
- Ability to exercise sound and independent judgment
- Highly detail-oriented and organized, consistent follow-through
- Willingness to learn, be flexible, and arrive willing to help in challenging situations
- Comfortable working either as part of a team or individually
- Prioritize and achieve deadline goals with/without supervision
Responsibilities
- Work with colleagues and Operations leadership to develop the strategy for using data to drive performance improvement, for all users of the ITSM platform
- Consult with leadership on a metrics-driven strategy for service delivery
- Produce accurate and standardized reporting with key insights to communicate operational performance to leadership team(s)
- Develop and maintain dashboards and on-demand reporting for a variety of audiences
- Collaborate with Operations Units to develop dashboards, publish recurring status reports, analyze data, and explore how to better support stakeholders
- Multi-task in time-sensitive situations
- Communicate frequently with diverse individuals and audiences by phone, in person, in writing, and via remote communication tools
- Keep supervisors and colleagues informed of the progress of queries and requests; follow up promptly and regularly with clients and colleagues
- Work alongside technical staff and maintain a general knowledge of their work in order to better support divisional needs
- Schedule meetings/Draft communications
- Establish and maintain working relationships with associates, administrative officials, and departmental officials within OIT and distributed IT departments
- Prepare various periodic reports as assigned
- Maintain a knowledge of relevant City and departmental administrative and communication systems
- Provide pro-active recommendations for process improvement
- Assist Incident, Problem, Service and Change management functions with analysis of trends and patterns
- Assist with the review the Service Level Management process and analyze it for continuous improvement
- Various administrative and technical duties as assigned
Preferred Qualifications
- Experience in a state or local government environment and/or with IT Service management preferred
- College degree a plus but not required
- Baseline to mid-level knowledge of IT Service Management framework, practices, and processes with 3-5 years’ experience with Incident and Problem Management specifically