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IT Service Reporting Analyst
Full time

Derby, Raynesway , On-site

Why Rolls-Royce?

An exciting opportunity has arisen for a IT Service Reporting Analyst to join Rolls-Royce within Raynesway Engineering Laboratory.

We’re a leader in propulsion system design and development for the Royal Navy’s nuclear submarine fleet and the sole provider and technical authority.

Join us and we’ll provide an environment where you can be yourself. An inclusive, digital-first culture that invests in you, gives you a platform for continuous learning, and access to an incredible breadth and depth of opportunities to grow your career.

We are seeking a highly skilled and detail-oriented IT Service Reporting Analyst to join our team.

Your primary focus will be to analyse IT service data and present insightful reporting related to.

• Our ITIL-based processes (including outcomes & governance)
• IT business service business availability.
• IT supply chain performance.
• Providing comprehensive E2E reporting for critical IT services.

We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.

Your needs are as unique as you are. Hybrid working is a way in which our people can balance their time between the office, home or another remote location. It’s a locally managed and flexed informal discretionary arrangement. As a minimum we’re all expected to attend the workplace for collaboration and other specific reasons, on average three days per week.

What you will be doing:
You will: do Data Analysis and Interpretation: Interrogate IT service data from ServiceNow, our primary source of reporting to identify trends, patterns, and anomalies. Apply statistical analysis techniques to extract meaningful insights from the data.

• Performance Reporting: Utilise ServiceNow reporting capabilities to prepare and deliver comprehensive reports on IT service performance, focusing on key metrics and outcomes aligned with ITIL-based processes. Present findings to business, process & IT stakeholders and provide recommendations for improvement.

• IT Service Business Availability: Monitor and assess the availability of IT services to meet business requirements. Collate an analysis of service outage incidents recorded in ServiceNow and work with Incident & Problem process owner to identify root causes, and evaluate recovery times to identify areas for improvement and minimise service disruptions.

• IT Supply Chain Performance: Evaluate the performance of IT suppliers and vendors against contractual obligations, utilising data captured in ServiceNow. Track service level agreements (SLAs) and key performance indicators (KPIs) to ensure compliance and identify areas for optimisation with relevant process owner.

• ITIL Process Governance: Support the ITIL process owners in assessing effectiveness of ITIL processes operated using ServiceNow and identify any process gaps or inefficiencies. Collaborate with process owners and stakeholders to develop improvement strategies and drive process maturity.

• End-to-End IT Service Reporting: Develop and maintain end-to-end IT service-based reports using ServiceNow reporting capabilities. Ensure the accuracy, timeliness, and relevance of reports for diverse stakeholders.

• IT Solution Roadmap: Collaborate with IT solution architects and project teams to integrate service performance insights from ServiceNow into the future roadmap. Support the SACM (Service Asset & Configuration Management) process lead with insight for prioritising investments in IT service improvement initiatives based on identified gaps and opportunities.

• Continuous Service Improvement: Collaborate with ITIL process owners to support continuous service improvement across ITIL disciplines.

Who we are looking for:

At Rolls-Royce we embrace agility, are bold, pursue collaboration and seek simplicity in everything we do. These principles form our values and behaviours and are an essential component of our assessment process and are fundamental qualities that we seek for all roles.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Strong understanding of ITIL framework and its processes; ITIL certifications (e.g., ITIL Foundation, ITIL Practitioner) are desirable.
• Experience with ServiceNow as a primary reporting tool (Reporting Builder/Report Designer).
• Experience & proficiency in other data analysis tools such as Excel, SQL, Power BI or similar tools beneficial.
• Excellent analytical and problem-solving skills with strong written and verbal communication abilities, with the capability to present complex information in a clear and concise manner.
• Attention to detail and ability to work with large datasets.

We’re an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we’ll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential.

You can learn more about our global inclusion strategy at careers.rolls-royce.com

To work for the Rolls-Royce Submarines Business an individual has to hold a Security Check (SC) clearance without any caveats to that clearance. Rolls-Royce will support the application for Security Clearance if the individual does not currently already have this in place.

Due to the nature of work the Business conducts and the protection of certain assets a person has to be a UK national or in MoD approved cases a Dual National from a non ITAR country.

Closing date: 17th August 2023

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