Administrator - Program & Project Management

Technology, Data & Digital · Data, AI & Analytics · Data Analysis · Business Intelligence · Software Engineering

In short

As a Process & Operations Analyst, you will be responsible for producing and validating performance indicators, automating SLA indicator production using BMC Helix data, and performing monthly trend analysis and reporting on tickets. This role also involves ensuring data quality for CMDB and SLA data inputs.

Responsibilities

Produce, validate, and publish Performance Indicator (PI) calculations monthly (CSL, KPI, XLA).
Maintain and continuously improve SLM calculation methodology.
Automate SLA indicator production from BMC Helix data.
Monthly trend analysis and reporting on tickets (distribution, status, processing times).
Daily raw indicator calculation and publishing.
Service Credits calculation and presentation to Steering Committee.
Process documentation: maintain operating procedures, templates, and process flows.
Data quality assurance for CMDB and SLA data inputs from BMC Helix.

Requirements

Produce, validate, and publish Performance Indicator (PI) calculations monthly (CSL, KPI, XLA).
Maintain and continuously improve SLM calculation methodology.
Automate SLA indicator production from BMC Helix data.
Monthly trend analysis and reporting on tickets (distribution, status, processing times).
Daily raw indicator calculation and publishing.
Service Credits calculation and presentation to Steering Committee.
Process documentation: maintain operating procedures, templates, and process flows.
Data quality assurance for CMDB and SLA data inputs from BMC Helix.

Desired Qualifications

Process & Operations Analyst — SLA / Reporting / Data

Benefits

Supercharge your potential at HCLTech.
Find your career and your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

BMC Helix

#SLA#Reporting#Data#Process#Operations#Analysis

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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