Service Data Analyst & Reporting Lead

Job Locations United States-NY-New York
ID
2020-6646

Introduction

The Economist Group logo

 

The Economist Technology team provides specialist services to deliver the technology which brings The Economist to life for millions of readers, and provides our business with the tools we need to succeed. The appointee will join the team as our new business and growth strategy unfolds, and the need for technology excellence and digital customer experience becomes paramount in our ability to deliver this.  This is  the  time to  be  joining a  profitable, responsible business with a brand and culture that you can  be proud of and with every opportunity to deliver success for the Group and yourself.

 

 

The Economist Group has recently moved to a matrix structure with one Group CIO as functional lead working collaboratively with the Managing Directors/Presidents of its four business units as well as the wider group leadership team. The CIO and other functional leaders are responsible for functional excellence, careers paths, incentive structures as well as consistency in tone, platforms and tools.

 

 

The role of Service Delivery Analysis & Reporting Lead is part of our Service Management team. It will be key to extending and increasing our service management capability, and to enable us to deliver our objectives. This role would be suited for an experienced, data loving service management professional. We are looking for someone who will be able to head up, own and significantly evolve the provision of service metrics reporting and analysis for all technology services at The Economist and The Economist Intelligence Unit.   

 

Accountabilities

How you will contribute:

 

Strategic

 

    • Understand our business and technology strategies
    • Be able to Interpret metrics for our stakeholders, in the context of stated business, technology and service management strategy
    • Contribute to the delivery of the overall technology service strategy
    • Stay abreast of industry trends and change 
    • Work with Service Delivery team to build a mature community of practice which will deliver value to the Economist


Operations & Support

 

    • Ownership of the provision of a suite of regular metrics reporting and analysis across multiple service areas at The Economist 
    • Reference specific metrics as agreed with stakeholders, and highlight critical service anomalies 
    • Ensure service reporting is readily available for all stakeholders in formats which meet their needs
    • Collaborate with colleagues to ensure services are appropriately monitored so that the required KPIs can be tracked
    • Be part of a service management wide 'follow the sun'  major incident response team, with particular responsibility for incident communications and managing information to stakeholders during an M.I.

 

Change & Transition

 

    • Ensure service monitoring remains viable in line with service change. 
    • Ensure significant new services have metrics reporting requirements clearly stated and reporting requirements are agreed.


Continued Service Improvement

 

    • Ensure that service quality and customer experience of our core technologies can be understood in terms of objective data
    • Ensure anomalies are systematically highlighted to stakeholders as part of analysis so that we can work as a team to improve customer experience.

Experience, skills and professional attributes

Ideal skills and abilities for this role are:

Skills

  • Considerable knowledge and experience of data and statistical analysis
  • Experience with a range of reporting tools
  • Ability to create impactful reports which provide meaningful data and analysis
  • Able to respond to the needs of stakeholders and adapt reporting as required

 

Competencies

  • Excellent commercial awareness and a laser focus on customer experience
  • A proactive individual who will take responsibility to act and think laterally to rapidly solve problems and recommend improvements.
  • Strong customer focus, excellent problem solving and analytical skills.  
  • Strong verbal and written communication skills.

 

Qualifications

  • ITIL Foundation certificate or higher, preferably ITIL4

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