Performance Management Analyst Location: GovernX, Bangalore, India

Apply

DescriptionPosition Summary: We are currently seeking a Performance Management Analyst responsible for gathering service requirements, as well as monitoring, validating, and reporting with regards to agreed service levels. The role ensures that all IT Service Management processes, Operational Level Agreements, and Underpinning Contracts are appropriate for the agreed service level targets. This is an excellent opportunity for a self-motivated and professional individual to work within a varied and challenging role, with a dynamic and growing organization.

The role provides potential for future growth and career opportunities.

- Understand IT contracts and setup Service level metrics in Managed Service platform
- Drive SLA Operations focused on Contractual agreements as per agreed SLA / OLA
- Create Business rules to enable automation of Service level validation
- Assess Service Level data to provide key insights
- Perform Gap analysis, verify RCAs and follow disputes resolution process
- Provide recommendations to improve Supplier service by introducing business-relevant Service levels
- Write User stories to customize the Service level workflow on the tool based on client requirements
- Continual improvement of the reporting & ratification process

Required Skills and Experience:



To be successful in this position you will have:

- Post Graduate / Graduate in Commerce or Science
- 3 - 5 years' experience in Service level management and reporting
- Certified in PMP and ITIL or Prince 2
- Strong interpersonal skills with the ability to build and manage business relationships
- Strong project management and organizational skills
- Strong written and verbal communication skills and meticulous attention to detail
- Industry competitive capabilities, customer trends, and economic environment
- Excellent time management and organizational skills
- The ability to prioritize tasks based on urgency as well as importance
- The ability to work both autonomously and in a team-based environment
- The willingness to learn with initiative and take on current responsibilities
- Proficient knowledge of Microsoft products - Word, Excel, PowerPoint, and Outlook
- Candidates who have been part of Ticket handling (Incident, Problem, Request & Change, Service Levels review, reporting metrics, etc.)
- Good understanding of Incidents and Service Requests throughout the lifecycle
- Reporting Experience - Creating SLA reports & designing dashboards, analyzing data, and drill down details, etc.
- Knowledge of Service desk ITMS tools (Service Now, Remedy Ops Manage, JIRA, CA service desk, etc.)

📌 Performance Management (India)
🏢 Information Services Group
📍 India