Senior Analyst - IT Service Management

8/2015 – 8/2017

 Work with process owners to regularly collect process metrics, such as Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) and artefacts that demonstrate process compliance and process improvement, in support of performance management and audit activities.
 Provide analytical support to the Service Delivery by the development of standard and ad hoc reports.
 Validate service level / performance reports of IT / ADM contracts submitted by the supplier.
 Oversaw 100% compliance of meeting SLA's and KPI's in accordance with Master services.
 Analyse Service Level reports for trends, continuous improvement, and annual reset.
 Assists the Service Level Management Global Process Owner in identifying and planning for ITIL process improvement projects.
 Primary ITIL Service Level Management process knowledge holder and reference point.
 Assist in the performance of annual process maturity/capability assessments.
 Ensured all Client Satisfaction goals, Service Level Agreements and Contractual Commitments were met.
 Partial responsibilities include Contract governance and Financial management.

Business Intelligence and Reporting Tools (BIRT), ETL, ITIL, Service Management, IT Service Management (ITSM), Business Analyse

11/2011 – 8/2015

 Defining data requirements, collection, recording, consolidation, reconciliation, analysis, reporting and presentation of required information.
 Prepare SLA reports on daily/weekly basis for process.
 Optimize resource utilization through improved productivity.
 Create and automate business and supplier performance reports to allow department managers to identify and act upon trends and results, ensuring the reports and dashboards are timely, consistent, accurate, and complete.
 Keeping a track of day-to-day performance of the team.
 Assist managers and teams throughout the company to understand the power and value of an analytical approach to decision making and provide them with the insights that contribute to the strategic goals of the organization.
 Taking training sessions for new joiners, practice test and final Assessments.
 Salary and benefits Negotiation, creating offer into system for selected Candidates.
 Assist in the performance of qualitative and quantitative analysis on IT processes and develop process improvement plans and/or process roadmaps.
 Provide Training and Operational support to business unit. Assist and advise peers to ensure efficient management of current and incoming resources.
 Worked with research and operation team, using tools like Cognos, Taleo, IBM BrassRing, Excel, Access, Oracle and other related.

Business Intelligence (BI), ETL, ITIL, Service Management, IT Service Management (ITSM), Business Analyse