ITSM Reporting Manager

2 weeks ago

Cincinnati, Ohio, United States FIS Global Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Business Administration

Job Description

Are you ready to unleash your full potential? We're looking for people who are passionate about payments to chart Worldpay's path to being the largest and most-loved payments company in the world.

About the team

We are building a world class IT Service Management (ITSM) team from the ground up, using technology and knowledge to empower colleagues to delivery exceptional market leading services to our internal and external clients.

This is your opportunity to join the rapidly growing international Governance, Improvement & Reporting (GIR) team, with a focus on driving Worldpay forwards in the way it makes knowledge-based decisions, built on solid data-driven evidence. Leveraging an Agile-aligned framework to provide innovative data solutions driving real business value to both our internal and external customers.

What you will be doing

This role is a key position within the GIR team and will play a critical part in defining and driving the global implementation of ITSM data collection, management, analysis, and reporting. You will take responsibility for stakeholder engagement as well as guiding Worldpay colleagues towards the best delivery options available to achieve our mutual goals.

You will need to have a breadth of experience across end to end BI/Analytics/Engineering Data product delivery, from requirement, through sign-off, to delivery. You should be hands on technically, but also have strong soft skills, be able to collaborate with colleagues and business partners but also work through a problem alone.

Responsibilities include, but are not limited to:

  • Forming an important part of a team of reporting engineers delivering best-practice data management, analysis, and reporting solutions in an Agile-aligned team.
  • User engagement and scope capture, to understand their strategic goals and for delivery of analysis/reporting solutions.
  • Design and delivery of analysis/reporting solutions to end users and ensuring they can drive value through data/analytics capabilities and technology.
  • Ongoing support of solutions, including incident break-fix and bug-fix work.
  • Use of multiple BI technologies/tools to create real-time, dynamic analytics dashboards.
  • Take personal responsibility for quality of your individual deliverables, and contribute to the quality assurance of your team's deliverables.
  • Become an integral part of the wider GIR team, supporting key projects and programs critical to its success.

What you bring:

  • Data Modelling: Designing and developing data models that effectively support business requirements.
  • SQL Querying: Utilizing SQL for database querying to retrieve and manipulate data.
  • Report Development: Creating interactive dashboards and reports in Power BI that provide clear, actionable insights.
  • Data Analysis: Analysing datasets to understand trends, patterns, and insights.
  • ETL Processes: Managing ETL (Extract, Transform, Load) processes to clean and transform data before it can be used in reports.
  • DAX: Writing Data Analysis Expressions (DAX) for creating custom calculations in Power BI.
  • Communication: Effectively conveying complex data insights in a clear and understandable manner to stakeholders, and able to tailor results into language appropriate for the audience.
  • Problem Solving: Strong analytical and problem-solving skills with an eye for detail.
  • Open Minded: A willingness to learn and adapt with a positive attitude to challenges and opportunities.
  • Detail Minded: These responsibilities require a robust understanding of data analysis, and meticulous attention to detail / aesthetic.
  • Specialist Skills: Skilled at using the Microsoft environment and tooling suites – including Azure Database/Platform knowledge and Power BI Workspace/Gateway administration.

Added bonus if you have:

  • Additional experience with Microsoft BI stack, including Power Pivot, SSIS, SSRS, and SSAS, is ideal.
  • Additional experience with Pagination Reporting and other Microsoft automation tooling, such as Power Automate.
  • Experience in the IT service industry and especially ITIL
  • Experience with the Servicenow product suite/technology
  • Experience in development methodology
  • Experience in creating excellent, detailed documentation

What we offer you

  • A competitive salary and benefits.
  • A variety of career development tools, resources, and opportunities.
  • The chance to work on some of the most challenging, relevant issues in the payment industry.
  • Time to support charities and give back in your community.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here


For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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