Service Reporting Analyst

Job description / Role

Atkins have recently defined a “One Atkins 2020” Organisational strategy. To support this strategy, IS have defined an operating model for 2020 to revolutionise the way IS is provided to the organisation, moving from a BAU focus to a Business Value driven organisation. Key concepts include: Moving to digital products, adopting agile across the organisation, leveraging cloud, and focus on supporting bid and delivery.

Problem Management is responsible for the root cause analysis and removal of issues within the enterprise IT environment that have or potentially will cause negative impact to business services globally therefore proactively supporting the One Atkins 2020 and Group IS 2020 strategies (including removal of recurring incidents and driving a ‘fix once’ mentality). The work leads to a demonstrable reduction in incidents and an improvement in service quality allowing higher productivity from the Atkins business.

Industry standard tools and methodologies are used to proactively identify and eradicate the root cause of incidents, driving corrective and continuous improvement initiatives and plans to mitigate and eradicate issues permanently and minimise the overall number of incidents.

The Service Reporting Analyst, as a member of the Problem Management & Service Reporting Team, proactively supports the above ideology by providing dynamic, proactive and historic reporting not only to Problem Management but through all levels of the Global Services and Group IS organisations. They are key to service issue trend analysis and work closely with the configuration management team in order to link incidents to configuration items and services to real business impact allowing targeted prioritisation of known error root cause analysis and proactive removal from the Atkins computing environment.

The Service Reporting Analyst reports to the Problem and Service Reporting Manager.

Responsibilities
- Maintain and develop the Global Services dynamic reporting sites
- Maintain and develop the proactive reporting capability of Global Services
- Create information dashboards for specific team purposes
- Provide performance dashboards for Service Reviews (internal and third party)
- Deliver routine and ‘upon-request’ service management (KPI & service level target) and ad-hoc reporting
- Provide trend reports regarding incidents and potential outages relating to services and the related business impact
- Provide customer satisfaction reporting based on automated survey data
- Build and maintain interface between Incident, Problem, CMDB and Change to allow proactive and reactive impact analysi
- Provide reports that are a true, clear and client-focussed depiction of the status of services within the enterprise computing environment
- Develop all automated system reporting and ensure relevant information interfaces with the work management system (ServiceNow) for all Group IS teams
- Develop reports to support Problem Management and continual service improvement work to display a reduction of incidents, business impact, increased productivity and cost savings
- Assist bid processes with relevant information regarding our system operation and services
- Develop and maintain reports to support internal and external audits regarding information assurance (ISO27001) for HR and Finance systems, to ensure compliance to best practice and BMS processes; and use of accounts and systems.

Please note when applying for this role we will require you to submit a short statement on why you should be considered for this role.

Requirements

- ITIL v3 Foundation and strong knowledge of ITIL Service Operation
- Comprehensive understanding of Service Level Agreements and performance metrics
- Strong understanding of relational database models, schema and systems
- In-depth experience of IS work management systems (ideally ServiceNow) and reporting capabilities.
- Excellent customer service skills
- Solid written and verbal communications skills (including report writing)
- Solid presentation preparation and display skills (from a business perspective)
- Knowledge of enterprise IT environments
- Experience of working in a fast moving and changing large enterprise IT environment.

Desirable:
- SQL querying and reporting skills

Competencies specific for this role
- Excellent communication skills (both written and verbal)
- Ability to tailor reports and communication to all levels of audience
- Ability to work unsupervised or as part of a team
- Ability to develop positive cooperative relationships with other groups and departments
- Good organisational ability and attention to detail
- Able to assess and prioritise work
- Good listening skills and ability to understand the requirement
- Reliable, flexible, adaptable, innovative and client-focussed
- An eye for detail and an analytical mind-set.

Behavioural Competencies

We’re bold…
- We use our curiosity, innovation and creativity to solve problems in cool ways
- We’re confident in our knowledge and technical expertise

We’re proactive…
- We seek out opportunities, and really listen to our customers’ problems
- We work together in a dynamic and agile way to make change happen quickly

We’re experimenters …
- We’re not afraid to try different ways of doing things
- We’re champions for new ideas and tools

We're trusted…
- Building close, trusted partnerships really matters to us
- We solve problems together with the business, working openly and honestly
- We share our knowledge and work in a collaborative ways, joining together for the best results

About the Company

Atkins is one of the leading providers of professional, technology based consultancy and support services to the industry, commerce and governments in all of the worlds major economies. With over 17,000 staff operating in Europe, the Middle East, Asia Pacific and the Americas, Atkins has a broad range of skills and resources and provides Clients with a comprehensive service throughout the entire life cycle of the projects in the built environment.

We aim to be the international first choice supplier of technical and integrated services. Shaped by our customers' needs, our vision is to:

• focus on quality
• seek world class design and excellence
• strive to add value
• be flexible to the evolving needs of a changing society

Atkins first carried out design and supervision commissions in the Gulf area in 1967. From its regional head office in Dubai, U.A.E. Atkins Middle East now employs over 2000 staff located in Dubai, Abu Dhabi, Sharjah, Oman (Muscat ), Qatar (Doha) Bahrain (Manama), Kuwait (Kuwait City) and India (Bangalore).