Administrator - Program & Project Management (160825)

Job Summary

Job Summary : Process & Operations Analyst — SLA / Reporting / Data

Job Description : Process & Operations Analyst — SLA / Reporting / Data

Key Responsibilities

Job Responsibilities : Produce, validate, and publish Performance Indicator (PI) calculations monthly (CSL, KPI, XLA) (Annex 3 §3.4) Maintain and continuously improve SLM calculation methodology (Attachment 3-C) — to be delivered to Solvay within 3 months of signature Automate SLA indicator production from BMC Helix data (Annex 2 §3.10) Monthly trend analysis and reporting on tickets (distribution, status, processing times) (Annex 2 §3.1.2) Daily raw indicator calculation and publishing (Annex 3 §7.3.3) Service Credits calculation and presentation to Steering Committee (Annex 3 §9) Process documentation: maintain operating procedures, templates, and process flows Data quality assurance for CMDB and SLA data inputs from BMC Helix

Skill Requirements

Skill Requirement : Produce, validate, and publish Performance Indicator (PI) calculations monthly (CSL, KPI, XLA) (Annex 3 §3.4) Maintain and continuously improve SLM calculation methodology (Attachment 3-C) — to be delivered to Solvay within 3 months of signature Automate SLA indicator production from BMC Helix data (Annex 2 §3.10) Monthly trend analysis and reporting on tickets (distribution, status, processing times) (Annex 2 §3.1.2) Daily raw indicator calculation and publishing (Annex 3 §7.3.3) Service Credits calculation and presentation to Steering Committee (Annex 3 §9) Process documentation: maintain operating procedures, templates, and process flows Data quality assurance for CMDB and SLA data inputs from BMC Helix

Other Requirements

Other Requirement : Process & Operations Analyst — SLA / Reporting / Data