IT Service Management Reporting Analyst
- Contract Type
- Full Time
About Calyx Here at Calyx, our mission is to shape the future of clinical research. Backed by decades of experience and the brightest minds in the industry, we help the global biopharmaceutical industry bring new, advanced medical treatments to market, faster. We seek to change the world, and with the support of our teams across the globe, we flourish together. At Calyx, we are one team. We learn, grow and win together. Wherever you are in the world, by working for Calyx you will be supported by a team whose values and goals match your own and who are passionate about helping others. Are you ready. To help us. Change the World. Job Purpose As IT Service Management Analyst, you will work across the whole of Calyx IT and its vendors to define and report on measurements related to IT Services. This will mean working with practice experts across the business to define what aspects of Service or Practices should be measured and develop advanced reports, making recommendations for overall service improvement. This is a brand new role within the team, so you will have plenty of long-term scope and opportunity within the position. This is an ideal role for an individual with advanced reporting & data analysis skills with some previous experience within IT. This role is based in our state of the art, Nottingham city centre office. Key Accountabilities Develop advanced reports that will support IT business decisions. Work with service owners to produce advanced management information. Work with practice experts to analyze data and make recommendations based on this analysis. Support monitoring and controls to accurately measure Service quality and ensure procedures and methodologies are in place and followed to maintain consistency Build strong relationships with stakeholders; use their feedback to collate data & reports on IT Service Management activity Monitor overall performance of services post introduction / transition. Host and contribute to service reviews and continual service improvement plans. To promote IT Service Management good practice, such as the ITIL Framework, in all areas of work and assess the success of this for the end users. Contribute to continuous Improvement of IT Service across the business. Assist with the co-ordination of other IT Service Management functions where applicable. Assist with the coordination of the Service Introduction process. Required Skills, Knowledge and Experience Previous experience in developing comprehensive reports in one or more of the following: SQL, Power BI, ServiceNow, Excel or a similar technology Requirements gathering experience of taking requirements for IT Management information and providing detailed analysis on this information. Strong internal and external client and stakeholder engagement skills. Experience using ServiceNow or other Major ITSM Tools Experience in an IT Service Management or IT Operations function. Experience working with IT Vendors and Performance management. Experience owning or running IT Service Reviews. Basic Technical knowledge of the modern IT stack. Promoter of service excellence. Excellent communication, interpersonal and influencing skills. Has experience communicating across operational, business and customer boundaries, can communicate IT service performance in non-technical, business-oriented language. Self-motivated and self-sufficient. Required Qualifications ITIL certified Ideally you will have a BS in Computer Science or an Information Technology related field, however this is not essential.