Data Analyst, ServiceNow

at  Nordic

Skills and Experience

• Generally, requires a Bachelor’s degree and 5 years of related experience, a Master’s degree and 3 years of related experience, or 8 years of related experience and no degree.
• Must have advanced Service Now skills and experience.
• Must be able to work independently.
• Must be comfortable with creation and development of advanced reporting and distribution avenues using various tools (e.g., Excel, PowerPoint, Word, SharePoint)

THE ROLE

The overall function of this role is to act as a Service Level Agreement (SLA) advisor. The incumbent will incorporate existing advanced analytics skills to identify and implement applicable SLA processes and standards to identify, visualize, improve, and maintain performance levels using various tools and customer service experience. At times this role will require out-of-the-box critical thinking skills to provide solutions to unique challenges.

THE ROLE

The overall function of this role is to act as a Service Level Agreement (SLA) advisor. The incumbent will incorporate existing advanced analytics skills to identify and implement applicable SLA processes and standards to identify, visualize, improve, and maintain performance levels using various tools and customer service experience. At times this role will require out-of-the-box critical thinking skills to provide solutions to unique challenges.
Key Responsibilities

The incumbent will be responsible for general analytics and statistical modeling on existing data sets in various areas of the business. Activities include defining data requirements, data collection, analysis, report development and visualization. Examines and identifies data patterns and trends to help answer business questions and improve decision making. Identifies areas to increase efficiency and performance capabilities to include training, automation and standardization.

• Develop and refine reporting as it pertains to performance attainment to include development of ticketing systems (e.g., Service Now) to streamline and standardize service delivery across the Managed Services organization.
• Work with people leaders to understand existing processes and assist them in ways to incorporate efficiencies that will improve performance without compromising contractual requirements and customer service. Must be able to create and deliver training materials as well as and develop and maintain knowledge management article(s).
• Use problem solving and customer service skills to identify areas of improvement and provide comprehensive visualization to all pertinent individuals. This includes establishing relationships with various levels of the ‘internal customer’ as well as the external client.

Skills and Experience

• Generally, requires a Bachelor’s degree and 5 years of related experience, a Master’s degree and 3 years of related experience, or 8 years of related experience and no degree.
• Must have advanced Service Now skills and experience.
• Must be able to work independently.
• Must be comfortable with creation and development of advanced reporting and distribution avenues using various tools (e.g., Excel, PowerPoint, Word, SharePoint).

Additional Details

• Ability to travel up to 10% of the time.

Nordic is an equal opportunity employer dedicated to a policy of non-discrimination on any protected basis including race, creed, color, age, gender, religion, national origin, disability, marital or veteran status, sexual orientation, or any other legally protected status under applicable local, state or federal law. EEO/AA Employer: M/F/Disabled and Ve