Service Performance Analyst
| Posting date: | 18 June 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 18 July 2024 |
| Location: | SE1 2AF |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 55465 |
Summary
Service Performance Analyst
Reporting into the Performance Manager, the Performance Analyst will be part of a team of analysts responsible for maximizing performance of internal service lines, analyzing performance dashboards, producing self-driven insights and to ensure client reporting is both accurate and timely. This role is classed as agile working, however, nationwide travel and stays away from home may be required.
Main Duties
-Improve contract performance by providing data-led insights
-Ensure all client reporting is both accurate and timely
-Review monthly reporting suites and compare to SLA requirements and underlying client KPIs
-Work directly with SMEs to ensure SLAs are met each month
-Assist SMEs with operational reporting needs to ensure they can actively manage their work to the agreed SLAs
-Challenge SLA breaches to ensure processes have been followed and that reporting is accurate
-Escalate risks to the Performance Manager in a timely fashion allowing time for remedy
-Support the Performance Manager in the delivery of both internal and external reporting
-Respond to adhoc queries in a timely fashion
-Other tasks as reasonably required
Person Specification
-Excellent Microsoft Office skills, particularly Excel and PowerPoint
-Comfortable managing both internal and client stakeholders, including presenting and discussing data
-Excellent business analysis skills including critical thinking and a proactive approach
-Good verbal and written English
-Good communication/interpersonal skills
-Confident presentation skills
-Excellent organisational skills
-Accuracy and attention to detail
-Delivery focused
-Good problem-solving techniques
-Good familiarity with PowerBI.
-Good familiarity of Microsoft SQL Server Management Studio
Reporting into the Performance Manager, the Performance Analyst will be part of a team of analysts responsible for maximizing performance of internal service lines, analyzing performance dashboards, producing self-driven insights and to ensure client reporting is both accurate and timely. This role is classed as agile working, however, nationwide travel and stays away from home may be required.
Main Duties
-Improve contract performance by providing data-led insights
-Ensure all client reporting is both accurate and timely
-Review monthly reporting suites and compare to SLA requirements and underlying client KPIs
-Work directly with SMEs to ensure SLAs are met each month
-Assist SMEs with operational reporting needs to ensure they can actively manage their work to the agreed SLAs
-Challenge SLA breaches to ensure processes have been followed and that reporting is accurate
-Escalate risks to the Performance Manager in a timely fashion allowing time for remedy
-Support the Performance Manager in the delivery of both internal and external reporting
-Respond to adhoc queries in a timely fashion
-Other tasks as reasonably required
Person Specification
-Excellent Microsoft Office skills, particularly Excel and PowerPoint
-Comfortable managing both internal and client stakeholders, including presenting and discussing data
-Excellent business analysis skills including critical thinking and a proactive approach
-Good verbal and written English
-Good communication/interpersonal skills
-Confident presentation skills
-Excellent organisational skills
-Accuracy and attention to detail
-Delivery focused
-Good problem-solving techniques
-Good familiarity with PowerBI.
-Good familiarity of Microsoft SQL Server Management Studio