Performance Management - Analyst

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 a meticulous attention to detail
• Industry competitive capabilities, customer trends, and economic environment
• Excellent time management and organisational skills
• The ability to prioritise 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 new responsibilities
• Proficient knowledge of Microsoft products – Word, Excel, Power Point and Outlook
• Candidates who have been part of Ticket handling, (Incident, Problem, Request & Change, Service Levels review, reporting metric, etc.)
• Good understanding of Incidents and Service Requests throughout the lifecycle
• Reporting Experience - Creating SLA reports & (Designing dashboards, Analysing data and drill down details etc.)
• Knowledge on Service desk ITMS tools, (Service Now, Remedy Ops Manage, JIRA, CA service desk etc.)