Senior Administrator - Program & Project Management

Logistik, försäljning och verksamhet · Verksamhetsanalys

I korthet

HCLTech is seeking a Process & Operations Analyst - Service Management to produce, validate, and publish performance indicators, and maintain SLM calculation methodology. This role involves automating SLA indicator production from BMC Helix data and ensuring data quality for CMDB and SLA inputs.

Ansvarsområden

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.
Perform 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.
Maintain operating procedures, templates, and process flows.
Ensure data quality assurance for CMDB and SLA data inputs from BMC Helix.

Krav

Produce, validate, and publish Performance Indicator (PI) calculations monthly (CSL, KPI, XLA) (Annex 3 §3.4)
Maintain and continuously improve SLM calculation methodology (Attachment 3-C) — to be delivered to Solvay within 3 months of signature
Automate SLA indicator production from BMC Helix data (Annex 2 §3.10)
Monthly trend analysis and reporting on tickets (distribution, status, processing times) (Annex 2 §3.1.2)
Daily raw indicator calculation and publishing (Annex 3 §7.3.3)
Service Credits calculation and presentation to Steering Committee (Annex 3 §9)
Process documentation: maintain operating procedures, templates, and process flows
Data quality assurance for CMDB and SLA data inputs from BMC Helix

Förmåner

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.
Global technology company with over 230,000 people across 60 countries.
Delivering industry-leading capabilities centered around digital, engineering, cloud and AI.
Powered by a broad portfolio of technology services and products.
Works with clients across all major verticals: 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 2026 totaled $14.8 billion.

Färdigheter

BMC HelixCMDB

#Process & Operations Analyst#Service Management#Processes

Om 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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