IT Service Management Analyst

4 weeks ago

Columbus, Ohio, United States Worldpay Full time
About the Role

We are seeking a highly skilled IT Service Management Data Analyst to join our team at Worldpay. As a key member of our IT Service Management (ITSM) team, you will play a critical role in defining and driving the global implementation of ITSM data collection, management, analysis, and reporting.

Key Responsibilities
  • 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 Servicenow functions/modules to create real-time, dynamic analytics dashboards and provide reporting functions to end users.
  • 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 team, supporting key projects and programs critical to its success.
Requirements
  • ServiceNow Reporting: An exceptional knowledge of the ServiceNow reporting functionality.
  • ServiceNow Performance Analytics: A comprehensive knowledge of the Servicenow Performance Analytics functionality.
  • ServiceNow Process Mining: A comprehensive knowledge of the Servicenow Process Mining functionality.
  • ServiceNow Data Architecture: An excellent knowledge of the Servicenow database structure and data architecture.
  • ServiceNow KPIs / Metrics: A good understanding of KPI's, metrics and other Servicenow measurement methodologies.
  • Report Development: Creating interactive dashboards and reports in Servicenow that provide clear, actionable insights and meet user needs.
  • Data Analysis: Analysing data to understand trends, patterns, and insights and support colleagues in their reporting design and use.
  • 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 reporting, 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.
What We Offer

We know it's bigger than just your career. It's your life, and your world. That's why we offer global benefits and programs to support you at every stage. Here's a taste of what you can expect.

  • A competitive salary and benefits.
  • Time to support charities and give back to your community.
  • Parental leave policy.
  • Global recognition platform.
  • Virgin Pulse access.
  • Global employee assistance program.
What Makes a Worldpayer

At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team.

  • Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we're always looking to create a bigger impact for our colleagues and customers.
  • Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up.
  • Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives.

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