Service Level Agreement (SLA) Support Analyst, Bank, Brussels

OBJECTIVE: To join the Service Management Group which is responsible for the maintenance and management of the Operational Level Agreement (OLA) at my client, an international bank based in Brussels.

OPERATIONAL (DAY-TO-DAY) TASKS:

- Creation and the maintenance of the Service Catalogue and the related SLAs between the bank and the business users. This includes the liaison with Service Delivery Management team for all aspects related to IT support activities (OLAs) and external providers;
- Monitoring of the KPIs;
- Generation of the reports which monitor the service delivered.

PROCESS ENGINEERING ACTIVITIES:
- Service Level Management has acquired an expertise in process improvement (specially in Service Management related processes) and reporting automation. The team acts as a competence center and is often consulted for advice and solution by other teams.

As a Service Management Analyst, your role will be to support the Service Managers for the reporting activities:
- Contributing to the volumes monitoring process (equipment, licenses, consumption, etc.) to enable IT forecasting and re-charging towards the bank's business lines.
- Improving the quality control on multiple data sources;
- Ad-hoc reporting which require data mining and linking information from multiple data sources.
- Ensure coherency with the standard monthly reporting and Project Delivery goals.

ESSENTIAL SKILLS/EXPERIENCE:

- some hands-on experience in Service Management;
- Experienced in reporting;
- Very good writing skills in English;
- Excel (use of formulae, pivot tables and graphs. VBA is a plus);
- Knowledge of ITIL best practices and SQL will be a plus.

Language: English