The ITIL Reporting Analyst is responsible for the Implementation, Improvement and execution of the ITIL Management processes within a Managed Service environment. This includes operating the defined and agreed processes and managing the process improvement cycle as well as running reports on a daily basis.

Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:

- Interfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the ITIL processes.

- Manages and leverages existing toolset functionality to support the effective and efficient delivery of the Processes.

- Ensure that KPIs are reported accurately and targets met, liaising closely with Service Delivery Managers.

Please note that this job description is subject to ongoing review as new demands and best working practises are considered, agreed and implemented.

Experience (essential):

- A strong knowledge of ITIL v3 and ISO 20000

- A track record of operating and managing within an IT Service Management environment.

- Knowledge of business and management principles and practices.

- Good level of technical understanding.

- Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organisations.

Experience (desirable):

- ITIL Intermediate / Practitioner certified

- Ability to develop and maintain customer relationships and exceed expectations.

- Ability to anticipate future trends, priorities and requirements

Interpersonal Skills:

- Articulate and a clear communicator

- Be a customer advocate

- Have the ability to converse technical terms and definitions to non-technical personnel

- Meticulous with excellent attention to detail

- Able to multitask and handle large amounts of complex information

- Ability to work independently and take decisions where necessary.

- Successful delivery against commitments and deadlines.

- Promotes and supports standardisation and continuous improvement

Additional Information:

Training:

Internal training on products and services will be provided. However, staff are expected to consistently keep abreast of new developments, which would impact on their areas of responsibility. Personal training in relation to this job description will be given as part of the company’s overall personnel development program.

Conditions of Employment Salary:

The salary and benefits for this position will be determined according to the experience of the person appointed. General Guidance: The nominal working week is 37.5 hours, although a degree of flexibility is both offered and expected. In specific circumstances there may be a requirement to work additional hours. Annual holidays are 24 days plus 7 statutory holidays. Novosco Ltd operates a Non-Smoking Policy. Novosco Ltd is an Equal Opportunities