It Analytics Manager
- Jalisco
- Permanente
- Tiempo completo
This group will ensure that our IT Services are seamless and secure, and that technology is delivered in an efficient, effective, and agile way, with a strong focus on experience.
It's a dynamic and challenging environment to work in - but that's why we like it.
There are countless opportunities to learn and grow, whether that's exploring new technologies in hackathons, or transforming the roles and work of colleagues, forever.
This is your chance to be part of a team that has the backing to innovate, disrupt an industry and change lives.
**What you ´ll do**
The purpose of **Global Service & Experience (GS&E)** is to drive customer experience improvements across our IT services and to ensure our end to end services are as effective and as efficient as possible across IT to meet business needs.
Its key we drive customer experience and drive improvements so our IT service and processes are as simple and efficient as possible to meet current and future needs of the business.
Leveraging insights and analytics to prioritize and benchmark is key.
The Analytics Manager will support the Global Service & Experience capability with the delivery of analytics and insights.
Working as part of a small team, the role will deliver analytics platforms and capabilities to allow meaningful insights and reporting to service and process teams across AZ IT.
This work will help drive improvements in IT performance and delivery.
You will work independently serving defined requests within the function and could be a business point of contact.
Individuals in this role will typically be experienced in analytics toolsets, data modelling and performance reporting.
Reports to the IT Service Analytics & Insights Lead within the Global Service Excellence & Design department.
**Accountabilities**
In this role of IT Analytics Manager, you'll need to collaborate with Service, Process and Technical teams from across AZIT to deliver and improve platforms, dashboards and data visualisation, working with a continual service improvement (CSI) mindset.
The core accountabilities for the role include:
- Responsible for designing and delivering ITSM data platforms built on FAIR data modelling principles.
- Production and maintenance of dashboards helping service and process teams visualise insights.
- Introduce new and informative ways of visualising key information to stakeholders operating at different levels in the organisation - from technical details, up to overall AZIT performance.
- Work closely with the GS&E Team to ensure the changes are implemented effectively through robust change management, introduction into Service and excellent communication.
- Work closely with the IT Service Analytics & Insights team to help turn data into insights and on into action oriented improvement plans.
- Work with a continuous improvement mindset driving the analytics capability forward in terms of both technology foundations and user experience.
**Essential Requirements**:
- ** Significant experience in data analytics platform configuration, including data modelling, for example Power BI and Excel data models.
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- ** Understanding of data visualisation approaches to help deliver customer value.
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- Knowledge of IT service management discipline and process, with experience of ServiceNow an advantage.
- Advantageous to have experience of SQL databases, querying and indexing.
- Strong experience of developing and reporting on KPIs and SLAs.
- Proven ability to be able to plan, track and report on progress, working across wider IT teams.
- Experience of working in a customer service capacity, with a strong focus on customer experience.
- Ability to help broader teams understand how to best exploit data platforms, through awareness, education and training.
- Experience of LEAN practices to focus on quality and speed of delivery.
- Strategic thinker, self-starter, with innovative ideas and solutions for service excellence.
- Strong Project Management and co-ordination
- Ability to work across IT Functions, Services and processes, and being able to prioritise and direct work accordingly.
- Familiarity of working in an global team, multi-time zone support environment.
- Fluent in English written and spoken
- Strong written and verbal communication skills.
**Desirable Requirements**:
- Significant experience in data analytics platform configuration, including data modelling (i.e. Power BI, Excel data models, Tableu, QlickView - not only dashboards but data modelling building).
- Experience with data visualization.
- IT service management discipline process.
- Experience working with cross functional teams.
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