ITSM - Problem Supervisor

Job Description

Job Summary:The ITSM Metrics and Reporting Specialist is a member of the Service Management team whose mission is to enable IT service delivery and support. The Sr. Specialist participates in transformational initiatives as related to ITSM metrics and dashboards. This includes the ongoing definition and improvement of service management KPI, metrics and supporting tools. The Metrics and Reporting specialist will provide IT and Business metrics and reporting services to support our ongoing services as well as searching for areas of improvement. He/she will participate in the creation of leading indicators that allow proactive actions within the overall IT landscapeEssential Duties and Responsibilities: Tenneco may make reasonable accommodations to enable people with disabilities to perform the essential duties of the position. Proactively liaise with key stakeholders in IT to coordinate the timely delivery and formatting of metrics Aggregate information from key operational. stakeholder to produce enterprise views of data Generate and publish IT financial metrics and related analysis on a regular basis Support IT teams in the collection and presentation of data points for tactical and strategic reporting requirements Analyze data and create information in the form of reports (ad hoc, standardized) to provide proactive and preventative support models across IT Participate in establishing and improving metrics and Key Performance Indicators (KPIs) across the program Help drive process simplification, efficiency, and effectiveness through common metrics Aid in the continuous improvement of ITSM process/capability adoption, compliance, execution and supporting solutions Participate in the timely and effective execution of IT Service Management measurement deliverables Prepare and maintain data used in the preparation of performance indicators and prepare operational statistics for management Prepare and issue instructions concerning generation, completion, and distribution of reports according to new or revised practices, procedures, or policies Compile and analyze available historical and current data to create organizational standards and measure performance benchmarks This position description is intended to convey information essential to understanding the scope of the role and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position. Exercise independent judgment during research and resolution of all data variances prior to submitting required reports Maintain copies and track all source documents or data as backup for the monthly/quarterly reports Create ad-hoc and custom reports Prepare reports for presentation packages for Senior Management Must be able to maintain composure under pressure, accurately assessing problem situationsEducation / Experience / Skills: Education / Experience: Bachelors degree in Business, Computer Science, Statistics or related field. Expert level knowledge of MS Excel (Power Pivot, Charts, Macros) Highly functional knowledge of Power Point and any scripting technologies Experience in SharePoint is a plus In-depth experience in ITIL, IT Service Management and service management tools.Skills: Excellent analytical skills, organizational, time management and problem solving skills are essential Excellent oral and written communication skills, including the ability to speak at an appropriate technical and business level for the audience and prepare written proposals and recommendations. Passionate about continuous improvement through the use of metrics and standard frameworks Ability to work independently and as part of a team. Strong problem-solving and analytical skills Proven ability to build and manage relationships effectively. Strong organizational and prioritization skills; ability to handle multiple demands simultaneously while adapting to constantly changing requirements. A focus on Customer/business satisfaction, with strong interpersonal skills and responsiveness. Must be able to lead review meetings with participants from across the globe. Ability to work multiple projects and time sensitive tasks under pressureTravel: Ability to travel up to 5%Physical Demands & Work Environment: Often required to sit and use their hands and fingers, to handle or feel. Occasionally required to stand, walk, reach with arms and hands, climb or balance and to stoop kneel, crouch or crawl. Vision abilities required include close vision. Occasionally exposed to moving mechanical parts and vehicles. The noise level in the work environment is usually quiet to moderate,

Keyskills :
MS ExcelChartsMacrosSharePointITILIT Service ManagementAnalytical SkillsTime ManagementInterpersonal SkillsPower PivotPower PointOrganizational SkillsProblem Solving Skills