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Service Level Management Analyst, Bank, Brussels

Eingestellt von Computer Recruitment Services

Gesuchte Skills: Support, Engineering

Projektbeschreibung

OBJECTIVE/BACKGROUND:

My client is an international bank based in Brussels. The Service Level Management team is looking for an Analyst to join them. The team works in close collaboration with the Service Managers who manage the relationship between the bank and its clients (internal and external).

The activities of the Service Level Management team are twofold:

1. Operational activities:
- Creation and the maintenance of the Service Portfolio and the related SLAs. This includes the liaison with Service Delivery Management team for all aspects related to IT support activities and external providers;
- Monitoring of the KPIs;
- Generation of the reports which monitor the service delivered.

2. 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 centre and is often consulted for advice and solution by other teams.

TASKS:

As a Service Level Management Analyst, your role will be to support the Service Managers for the reporting activities and to ensure operational continuity during a transition period:
- Calculating and analysing the monthly IT Balanced Scorecard figures;
- Writing the Service Delivery Report for IT Management;
- Testing and simulating new performance indicators;
- Improving the quality control on the existing indicators;
- Using Service Level Management tools;
- Ad-hoc reporting which requires data mining and linking information from multiple data sources;
- Supporting the Service Managers;
- Contributing to the volumes monitoring process (equipment, licences, etc.) to enable re-charging of cost budgets and forecasting for the IT department.

ESSENTIAL SKILLS:

- Experienced in reporting;
- Very good knowledge of Excel;
- Good communication skills including writing reports in English;
- Highly analytical skills;
- Previous SLA experience.

NICE TO HAVE SKILLS:  
- ITIL best practices;
- SQL;
- Ideally you will have worked in the Banking sector.

Language: English.

Projektdetails

  • Einsatzort:

    Brussel, Belgien

  • Projektbeginn:

    asap

  • Projektdauer:

    4 months Renewable

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Computer Recruitment Services