Reporting Analyst

**Job Description**:
We are looking for a

If you are passionate about fostering a reporting and analytics mindset, making an impact and challenging the status quo, this is a great opportunity to grow and contribute to a world-class team

The
** Reporting Analyst **will analyze, maintain and improve IT service delivery performance using a variety of skill to ensure measurable Service/Process performance results uncover actionable opportunities to meet operational and improvement targets. The RA will also act as reporting consultant, analyst, business strategist, disruptor and project oversight. In this role, you will collect, interpret and analyze data and develop an integrated standardized reporting framework to provide reliable and accurate business decision support insights to ensure directions taken by the enterprise aligns with the Service Management strategic priorities and common standards.

You should be a skilled communicator and influencer. You will also understand the latest service management trends and best practices in data collection and management to perform your duties.

**What you will do**:

- Collaborate with peers and other Canada Technology leaders and partners to establish a trusted service management technology strategy and consumer driven platforms roadmap
- Evolve the reporting and analytics framework to capture service management concepts and connect the dots between services, processes, assets, configuration items and the value the service management ecosystem provides
- Promote practices, standards and methods to operationalize service enablement, IT data management and controls (configuration management) and IT asset management practices
- Build effective relationships with Service/Process Owners, leaders and delivery partners to positively influence outcomes quickly and confidently
- Identify, develop and implement Practical Success Factors (PSF), Key Performance indicators (KPI), and Objective and Key Results (OKR) to report progress against Service/Process Control Objectives & Goals
- Collect, interpret, and analyze complex data sets from multiple sources
- Design, develop and implement data repositories to support ongoing operational reporting, with a ‘real-time data’ first approach
- Regularly monitor data to validate integrity and initiate corrective action if required
- Integrate data, analyze for patterns and trends using statistical analysis methods
- Influence data quality through adherence to best practices in data collection and management, through collaboration with delivery partners
- Design, build and maintain user-friendly, interactive data visualizations and dashboards using complex datasets from different sources for operational and management decision support
- Ensure reporting approach aligns with existing structures, roles and responsibilities, policies, standards and practices
- Regularly monitor and evaluate reports and dashboards to validate accuracy and initiate corrective action if required
- Conduct data analysis to identify trends and actionable opportunities to align with desired outcomes
- Manage, develop and evaluate reporting and analytics framework effectiveness
- Prepare reports and presentations to communicate outcomes and results to Top Level Management (CxOs), Senior Level Management (Service and Process Owners), Mid Level Management (Process Managers), First Level Management
- Communicate data analysis findings and observations in written and verbal format to Senior Level Management (Service and Process Owners), Mid Level Management (Process Managers), First Level Management

**What you will bring**:
**Formal Education & Certification**
- College diploma or university degree in the field of Computer science or IT Management and/or 7 years equivalent work experience.

**Certification Requirements**
- Practitioner or Service Manager Level ITIL Certification preferred.
- Data Analytics Modeling certification is an asset.

**Knowledge & Experience**
- Strong background in IT Services
- Familiarity with ITIL practices for IT service management
- Some experience in project management environment is an asset
- Strong understanding of service management processes
- Familiar with ITIL Measurement and Reporting processes
- Applied experience with Practical Success Factors (PSF), Key Performance Indicators (KPI), and Objective and Key Results (OKR)
- Applied experience with Tableau, SharePoint, SQL, SAP
- Applied experience with ServiceNow and Performance Analytics
- Applied experience with Microsoft products (PowerPoint, Excel, PowerBI)
- Applied experience with data analytics and modeling

**Personal Attributes**
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Good written, oral, and interpersonal communication skills
- Ability to present ideas in business-friendly and user-friendly language
- Confidence and aptitude in communicating with senior management