Reporting and Analytics Lead - Service Management

Permanent Full Time 

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We are looking for a Reporting & Analytics Lead - Service Management to execute the reporting and analytics framework within the Service Management Office (SMO) centre of excellence.  This role is responsible for championing reporting and analytics and collaborating across a diverse team of IT professionals. The role is responsible for enabling business decision support by identifying metrics, mining data, designing sustainable and dynamic reporting and conducting analytics that the organization uses to deliver and maintain its services. The candidate will be held accountable for the outcome of ongoing reporting and analytics activities and will report to the Director, Service Management Governance & Continual Improvement.

If you are passionate about fostering a reporting and analytics mindset, making an impact and challenging the status quo, this is a great opportunity to grow and contribute to a world-class team!

Role Description

The Reporting & Analytics Lead - Service Management will analyze, maintain and improve IT service delivery performance using a variety of skills to ensure measurable Service/Process performance results uncover actionable opportunities to meet operational and improvement targets. The Reporting & Analytics Lead will also act as reporting consultant, analyst, business strategist, disruptor and project contributor. In this role, you will collect, interpret and analyze data and develop an integrated standardized reporting framework to provide reliable and accurate business decision support insights to ensure directions taken by the enterprise aligns with the Service Management strategic priorities and common standards.

You should be a skilled communicator and influencer. You will also understand the latest service management trends and best practices in data collection and management to perform your duties.

What you will do: 

This role will be focused on the following objectives:

• Establish an industry standard framework approach for service management reporting.

• Collaborate with SM Process Owners to establish a set of industry standardized KPIs that are available OOTB within ServiceNow.

• Aid in the configuration and ongoing operations of automated dashboard reporting via ServiceNow Platform Analytics and assist Process Owners with ongoing operations.

• Enable the IT operational groups to leverage service management reporting available within ServiceNow so that these groups no longer need to spend time manually preparing reports but can invest that time on service improvement initiatives.

• Collaborate with SM Process Owners to identify ongoing continual service improvement opportunities within IT based upon trends found within service management reporting.

• Collaborate with the ServiceNow platform team to leverage current investments in predictive intelligence and AI driven pattern analysis to identify other areas of improvement within service delivery teams (i.e.; pattern analysis on incident and outage data).

• Evolve the reporting and analytics framework to capture service management concepts and connect the dots between services, processes, assets, configuration items and the value the service management ecosystem provides.

• Promote practices, standards and methods to operationalize service enablement, IT data management and controls (configuration management) and IT asset management practices.

• Build effective relationships with Service/Process Owners, leaders and delivery partners to positively influence outcomes quickly and confidently.

• Identify, develop and implement Practical Success Factors (PSF), Key Performance indicators (KPI), and Objective and Key Results (OKR) to report progress against Service/Process Control Objectives & Goals.

• Design, build and maintain user-friendly, interactive data visualizations and dashboards using complex datasets from different sources for operational and management decision support.

• Apply and implement best practices to ensure dashboard design consistency, accuracy, and sustainability for consistent and optimal consumer experience.

• Ensure reporting approach aligns with existing structures, roles and responsibilities, policies, standards and practices.

• Prepare reports and presentations to communicate outcomes and results to Top Level Management (CxOs), Senior Level Management (Service and Process Owners), Mid Level Management (Process Managers), First Level Management.

• Communicate data analysis findings and observations in written and verbal format to Senior Level Management (Service and Process Owners), Mid Level Management (Process Managers), First Level Management.

What you will bring:

Formal Education & Certification

• College diploma or university degree in the field of Computer science or IT Management and/or 7 years equivalent work experience.
   

Certification Requirements

• Practitioner or Service Manager Level ITIL Certification preferred.
• Data Analytics Modeling certification is an asset.

Knowledge & Experience

• Strong background in IT Services
• Familiarity with ITIL practices for IT service management
• Some experience in project management environment is an asset
• Strong understanding of service management processes
• Familiar with ITIL Measurement and Reporting processes
• Applied experience with Practical Success Factors (PSF), Key Performance Indicators (KPI), and Objective and Key Results (OKR)
• Applied experience with ServiceNow and Performance Analytics
• Applied experience with Microsoft products (PowerPoint, Excel, PowerBI)
• Applied experience with data analytics and modeling

Personal Attributes

• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Good written, oral, and interpersonal communication skills
• Ability to present ideas in business-friendly and user-friendly language
• Confidence and aptitude in communicating with senior management
• Ability to lead and influence a group through change
• Highly self-motivated and directed
• Keen attention to detail
• Team-oriented and skilled in working within a collaborative environment
• Agile, practical, customer service-oriented mindset (keep it simple)
• Generally curious and excited to learn new things
• Willingness to travel between offices as necessary

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The base salary for this position is between  $74000 - $137000 annually.  This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc).  If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

For student opportunities only

For our student opportunities, the base salary will be dependent on the number of work terms you have completed along with other factors depending on your program. 

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life serves?the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.?

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee?has the opportunity to?reach their potential.?

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.

Canada Life?would like to thank all applicants, however only those who qualify for an interview will be contacted.

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