Service Level Analyst and Reporting

The Service Level Management and Reporting process support accounts in the delivery of IT services by being responsible to produce accurate service level reports, to monitor and review actual HP service levels achieved against Service Level targets, to initiate and manage service improvement programs when there is a missed Service Level.
HP Enterprise Services produces better business outcomes for our clients through our comprehensive Infrastructure Technology Outsourcing Services. Our service excellence, with consistent globally delivered standardized services guarantees clients peace of mind, while our ability to drive innovation ensures clients a compelling strategy for the future.
Key Responsibilities
• Driving the effectiveness and efficiency of the Service Level Management process
• Understand HP Service Levels agreed in the contract with the client
• Produce accurate Service Levels reports and/or produce operational reports
• Monitor and analyze HP Delivery Service Levels results
Qualifications
• Bachelor´s degree, or courses in Systems Engineering or equivalent experience
• Strong English communication skills, both verbal and written
• Knowledge on Service Management ITIL processes, such as incident / Problem / Change / Service Level
• Strong Excel knowledge
• Desired technical development skills such as SQL scripts development
• Strong Interpersonal skills
• Problem solving skills
• Extremely motivated and Customer focused
• Able to work under pressure
• Ability to multi-task and prioritize among a number of problems independently
• React and adjust positively to change and to new ways of doing things
• Experience working on a team working with virtual team members around the world