Track Lead - ServiceNow, IT Service Management

HCLTech · India · Posted 29 days ago

About this role

Gautam Buddha Nagar, Uttar Pradesh Job Summary Service Level Management Key Responsibilities JD for SLM/Reporting Responsible for the integration of various data sources into a consolidated performance data source for reporting, providing dashboards and reports at various levels to reflect the performance of IT services, service providers, service domains, and service level agreements. Support requirements for reporting. Manage and maintain data accuracy and consistency across all areas of reporting. To develop and maintain necessary analytic tools to analyze performance against contractual requirements. Compares contract needs with actual results, identifies system and/or documentation errors resulting in inaccurate data, reports findings and recommends improvements. Manages reporting requirements from both internal and external service providers. Arbiter and approval for change requests related to metrics and reporting. Aggregates, manipulates and collates operational data into reports and analysis for consumption by Client. Ensures that contracted performance reports and metrics are delivered in a timely fashion to all stakeholders. Attends meetings with Service Providers as necessary to present and represent reporting metrics and outputs. Works with subject matter experts to design a dashboard solution that meets requirements Works with providers to implement a dashboard solution that meets requirements Manages and maintains the dashboard to ensure accurate and timely per