ITSM Reporting Analyst, Xtraction, SLA/KPIs
Job Description:
• Build a formal, auditable KPI dashboard for IT Service Desk operations
• Calculate and visualize SLA metrics including FCR, MTTR, Backlog Aging
• All calculations tied directly to Ivanti ITSM system-of-record data and fully reproducible
Requirements:
• Ivanti ITSM Expertise
• Strong understanding of the Ivanti ITSM data model
• Ability to identify and extract required raw ticket-level fields for SLA reporting
• Experience working with ticket lifecycle data
• Ivanti Xtraction Experience
• Hands-on experience using the Ivanti Xtraction tool to develop reports
• Ability to map and customize the Xtraction data model
• Experience building dashboards, reports, trend charts
• Data & Query Skills
• Clear understanding of Service Desk KPIs such as FCR, MTTR
• Ability to translate written KPI definitions into accurate
• Experience validating dashboard results against raw data extracts
Benefits:
• Remote Job
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• Build a formal, auditable KPI dashboard for IT Service Desk operations
• Calculate and visualize SLA metrics including FCR, MTTR, Backlog Aging
• All calculations tied directly to Ivanti ITSM system-of-record data and fully reproducible
Requirements:
• Ivanti ITSM Expertise
• Strong understanding of the Ivanti ITSM data model
• Ability to identify and extract required raw ticket-level fields for SLA reporting
• Experience working with ticket lifecycle data
• Ivanti Xtraction Experience
• Hands-on experience using the Ivanti Xtraction tool to develop reports
• Ability to map and customize the Xtraction data model
• Experience building dashboards, reports, trend charts
• Data & Query Skills
• Clear understanding of Service Desk KPIs such as FCR, MTTR
• Ability to translate written KPI definitions into accurate
• Experience validating dashboard results against raw data extracts
Benefits:
• Remote Job
Apply tot his job
Apply To this Job