Service Reporting Analyst

Key Responsibilities Report Creation and Maintenance

• Develop, generate, and maintain periodic reports on service performance metrics.
• Create dashboards and visualizations to represent data in a clear and actionable format.
• Ensure consistency and accuracy in data collection and presentation.

Data Analysis

• Analyse data to identify trends, anomalies, and areas for improvement.
• Provide insights and recommendations to improve service delivery and efficiency.
• Collaborate with stakeholders to understand reporting requirements and translate them into actionable deliverables.

Service Performance Monitoring

• Monitor and report on KPIs, SLAs, and operational performance metrics.
• Identify and escalate risks or issues impacting service quality.

Collaboration and Communication

• Work closely with Service Managers, Process Owners, and other SMO stakeholders to align reporting with organizational goals.
• Present findings and reports to senior management and other stakeholders.

Tool and Data Management

• Use reporting tools (e.g., Power BI, Tableau, Excel) and ITSM platforms (e.g., ServiceNow) for data extraction and report creation.
• Maintain and optimize reporting systems to improve efficiency and usability.

Continual Service Improvement (CSI)

• Support CSI initiatives by providing data-driven insights.
• Recommend and implement improvements to the reporting process.

Qualifications Education:

• Bachelor’s degree in Information Technology, Data Analytics, Business Administration, or a related field.

Experience:

• 2-4 years of experience in data analysis, service reporting, or IT service management.
• Familiarity with ITSM frameworks such as ITIL is a plus.

Skills:

• Proficiency in reporting and data visualisation tools (-Power BI, Tableau, and Excel
• Strong analytical and problem-solving skills.
• Excellent attention to detail and accuracy in reporting.
• Knowledge of ITSM tools, ServiceNow is required.
• Strong written and verbal communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Certifications (Preferred):

• ITIL Foundation Certification.
• Data analysis or visualisation certifications (e.g., Power BI, or Excel).

Key Competencies

• Analytical Thinking
• Effective Communication
• Stakeholder Collaboration
• Initiative and Innovation
• Attention to Detail

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120 Please read our Candidate Privacy Policy .