Job Summary : Process & Operations Analyst — SLA / Reporting / Data
Job Description : Process & Operations Analyst — SLA / Reporting / Data
Key Responsibilities
Job Responsibilities : Produce, validate, and publish Performance Indicator (PI) calculations monthly (CSL, KPI, XLA) (Annex 3 §3.4)\r\nMaintain and continuously improve SLM calculation methodology (Attachment 3-C) — to be delivered to Solvay within 3 months of signature\r\nAutomate SLA indicator production from BMC Helix data (Annex 2 §3.10)\r\nMonthly trend analysis and reporting on tickets (distribution, status, processing times) (Annex 2 §3.1.2)\r\nDaily raw indicator calculation and publishing (Annex 3 §7.3.3)\r\nService Credits calculation and presentation to Steering Committee (Annex 3 §9)\r\nProcess documentation: maintain operating procedures, templates, and process flows\r\nData quality assurance for CMDB and SLA data inputs from BMC Helix
Skill Requirements
Skill Requirement : Produce, validate, and publish Performance Indicator (PI) calculations monthly (CSL, KPI, XLA) (Annex 3 §3.4)\r\nMaintain and continuously improve SLM calculation methodology (Attachment 3-C) — to be delivered to Solvay within 3 months of signature\r\nAutomate SLA indicator production from BMC Helix data (Annex 2 §3.10)\r\nMonthly trend analysis and reporting on tickets (distribution, status, processing times) (Annex 2 §3.1.2)\r\nDaily raw indicator calculation and publishing (Annex 3 §7.3.3)\r\nService Credits calculation and presentation to Steering Committee (Annex 3 §9)\r\nProcess documentation: maintain operating procedures, templates, and process flows\r\nData quality assurance for CMDB and SLA data inputs from BMC Helix
Other Requirements
Other Requirement : Process & Operations Analyst — SLA / Reporting / Data