Sr. Service Management Analyst(Reports & Analytics: It Metrics)

Opentext - The Information Company

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

The Opportunity

As a Service Management Analyst, you will be responsible for the design, delivery and management of business analytics and ensuring data accuracy.

You will be producing BAU reports as well as ensuring automated system generated reports meet business requirements. You will be gathering data and prepare standard and ad-hoc reports, dashboards, executive presentations and analyses on key IT metrics.

What You Are Great At

• Assist with reporting against current software and hardware releases to ensure we are monitoring for any stability issues during the deployment stages.
• Provide ad-hoc reports to Senior Management as required from time to time.
• Escalate any issues detected or spotted from Service Reports to your line manager for investigation.
• Advanced knowledge of Microsoft Office (Excel, PowerPoint, Word, etc.) is required
• Be a point of contact for our internal Commercial teams if they require assistance in understanding the current or past success rates against specific customer account KPIs.
• Design and develop data-driven reports and data extracts as requested by the business
• Ensure accurate and comprehensive data is available to the business
• Maintain a thorough understanding of our Service structures and the associated data.

What It Takes To Excel

• Analyse, design and write specifications and technical reports as required to meet the ever-changing needs of the business including on-going maintenance and enhancement.
• Support the business by attending all requested meetings
• Assist with the production of Presentations for customer meetings where Service data is required.
• Monitor reporting system usage and performance.
• To assist in the development of the database and the management reporting function

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at 1-800-499-6544.