Reporting Specialist
Core
Own the delivery of accurate, timely service reporting across Helpdesk and Infrastructure services, ensuring performance against contracted service levels and KPIs is clearly understood and presented.
Role type
Service Reporting Specialist (ICT)
Builds
Monthly and ad hoc service reports, Power BI dashboards, report templates, and measurement methods for service performance.
Domain
Federal Government ICT services (Helpdesk and Infrastructure)
Deliverable
dashboards & analysis
Required skills
Service performance reporting (SLA/KPI), data extraction and validation, Power BI, Excel, ITSM platforms (e.g., HP Service Manager), trend analysis, work instruction development, training creation
Preferred skills
Stakeholder management, collaboration with executive and commercial teams, data quality improvement
Technologies
Power BI, Excel, HP Service Manager, legacy tooling
Responsibilities
Gather and validate data from diverse sources including customer toolsets and backup solutions; build reporting that drives decisions; define measurement methods and implement data capture standards; create work instructions and training; communicate service performance to various audiences.
Seniority
Mid-level, hands-on IC
