SLM Reporting & Performance Analytics | 5.6 to 9 years | Pune, Mumbai & Bangalore
Last Date to Apply: Feb. 5, 2025
ApplyCapgemini
SLM Reporting & Performance Analytics | 5.6 to 9 years | Pune, Mumbai & Bangalore
Job Description
Primary Skills
- PMO; SLM & Service Now Reporting
- SLA Development: Collaborate with stakeholders to define; document; and negotiate SLAs and key performance indicators (KPIs) based on business requirements and priorities.
- Performance Analytics: Should know about the module and have Hands-on experience on PA module in ServiceNow Tool
Secondary Skills
- Service Now
- Performance Analysis: Conduct in-depth analysis of service performance data to identify patterns; areas of improvement; and potential risks.
- Recommend and implement strategies to enhance service quality.
- Stakeholder Collaboration: Work closely with cross-functional teams; including IT; operations; and business units; to align SLAs with organizational objectives and ensure that service levels meet business needs.
Job Description
- Escalation Management: Develop and implement procedures for escalating and resolving service-related issues.
- Collaborate with teams to address incidents and prevent future occurrences.
- Continuous Improvement: Proactively identify opportunities for process improvements and efficiencies in service level management.
Implement best practices and industry standards to optimize service delivery. - Documentation: Maintain accurate and up-to-date documentation of SLAs; KPIs; and related processes.
Ensure that documentation is accessible to relevant stakeholders.
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