Principal Associate IT
Core
Monitoring IT service quality, generating performance reports, and driving continual service improvement initiatives within ITSM processes.
Role type
IT Service Quality & Reporting Engineer
Builds
IT service performance dashboards, KPI reports, and automated reporting processes
Domain
IT Service Management (ITSM)
Deliverable
dashboards & analysis
Required skills
ITIL framework knowledge, ITSM tool proficiency, analytical skills, KPI/SLA tracking, process documentation
Preferred skills
BMC Helix experience, ITIL V4 Foundation certification, MS Excel/PowerPoint proficiency
Technologies
BMC Helix, MS Excel, MS PowerPoint
Responsibilities
Track IT service performance against KPIs and SLAs, analyze KPI trends to identify improvement opportunities, generate and distribute service performance dashboards, ensure adherence to ITIL-based processes
Seniority
Mid-level individual contributor
