SLM Analyst

Job Description

Req ID:190962 We create smart innovations to meet the mobility challenges of today and tomorrow. We design and manufacture a complete range of transportation systems, from high-speed trains to electric buses and driverless trains, as well as infrastructure, signalling and digital mobility solutions. Joining us means joining a truly global community of more than 75 000 people dedicated to solving real-world mobility challenges and achieving international projects with sustainable local impact. OVERALL PURPOSE OF THE ROLE:The SLM Specialist will work closely with operations across IS&T to support and implement high-quality, data-driven decisions. The SLM Specialist will ensure data accuracy and consistent reporting by designing and creating optimal processes and procedures for everyone to follow.Roles and Responsibility:

• Generate & Publish Operational level agreement & Service Level Agreement reports
• SNOW configuration for Operational level agreement modification
• Review exceptions and generate Service credits (if applicable) which have significant financial impact
• Analytics Proactive analysis to ensure KPI performance improved/sustained. Understand trends & patterns through historical data and share contextual insights for continuous improvement of KPI metrics
• Process Identify process gaps and conduct brain storming sessions with operations. Enables faster bridging of process gaps through innovate solutions as part of the ITIL framework. Bridge process gaps to improve operational efficiency, customer satisfaction & Continuous improvement
• OTD Ontime delivery of reports to ensure accurate and contextual data and insights based on data to enable operations to ensure faster TAT for end user and empower operations with data for better accountability in driving suppliers

Responsibilities Include

• Drive, improve and sustain KPI performance across towers through robust governance model and effective close loop mechanism
• Performance Governance to ensure agreed SLA & OLA are met through consistent analysis and reviews.
• Provide data driven insights to operations on improvement opportunities through analysis, data mining & process mining.
• Utilize continuous improvement methodologies (e.g. ability to quantify impacts, customer first, waste elimination, increased productivity, iterate quickly, shorten feedback loop, experience creating relevant KPIs) to improve the service delivery
• Examine, interpret and report results of analytical initiatives to stakeholders in operations and transversal organization.
• Develop and implement quality controls and departmental standards to ensure quality standards, organizational expectations, and regulatory requirements.
• Communicate results and business impacts of insight initiatives to stakeholders within and outside of the company.
• Play a consultant s role in operations on continuous improvement opportunities (customer satisfaction, waste elimination, increased productivity)
• Enable operations through data driven insight while onboarding of new service provider for OLA & KPI targets.
• Anticipate risks and share mitigation plan by analysing data trends and patterns

Behavioural Attributes

• Influence stakeholders for improving and sustaining performance
• Provide amazing experiences to both operations and service providers by seeing the big picture, understanding needs and tying them to results, and driving value
• Demonstrate a positive mindset, high levels of character and integrity, and a keen awareness of continuous improvement
• Advise and collaborate with others to develop strong, positive working relationships across all levels of the organization to drive success of projects and efforts
• Offer creative, innovative, data-based solutions by focusing on forward progress and creativity, even when working through complex, often competing needs

Skills

• ITIL Enables understanding various functions in IS&T and assess process capability based on ITIL framework
• Service Now Configuration of Service Now to enable configuration and testing of OLAs & SLAs
• Communication - Communicate effectively with internal and external stakeholder

Competencies

• Governance Establish robust governance model to improve Service performance through regular cadence, track progress on actions and close loop corrective action
• Stakeholder Management Contextual data insights by understanding Stakeholder needs and ensure optimal use of stakeholder s time. Customize data and insights based on the stakeholder to ensure faster alignment and implementation of actions. Contextualize insights based on the Stakeholder depending on the hierarchy in the organization (VP, Directors, Service Owners, Operations Manager & Suppliers)
• Data Analytics Derive insights using different analytical models to provide data-based insights to enable operations for faster insights and expedite improvement of KPI metrics
• Presentation Ability to present relevant and concise information to enable faster decision making. Customize presentations based on the audience (VP, Directors, Service Owners, Operations Manager & Suppliers) , mode of presentation(Remote Vs F2F) & location

Experience 5+ years of relevant experience in driving SLA & OLA performance in ITEducation: GraduateAn agile, inclusive and responsible culture is the foundation of our company where diverse people are offered excellent opportunities to grow, learn and advance in their careers. We are committed to encouraging our employees to reach their full potential, while valuing and respecting them as individuals. Job Type: ExperiencedJob Segment: Data Mining, Technology ,

Keyskills :
data miningservice levelquality standardsservice providersprocess capabilityintelligent networkscustomer satisfactioncontinuous improvementoperational efficiency