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Data Analyst
Ref No.: 18-07219
Location: Raleigh, North Carolina
Description: The Performance Management - Metrics Analyst is a new position reporting to the Manager of IT Service Improvement and will partner closely with leaders and stakeholders within the U.S. Mortgage Insurance (USMI) IT organization by providing reliable metrics through reporting and management dashboards used for decision-making, operational management, Key Performance Indicator (KPI) reviews and identifying opportunities for improvement.

Candidates should have a passion for quality and data accuracy and experience collaborating with stakeholders from all levels of the organization.

Responsibilities:

• Produce accurate and standardized reporting with key insights to communicate operational performance to IT leadership team
• Provide ongoing support and enhancement of ITSM and Project Metrics by driving alignment with Industry standards and best practices
• Develop and maintain dashboards and on-demand reporting to IT leadership team
• Lead recurring Operations Review Meeting highlighting the prior week's ITSM metrics and identifying successes/opportunities for IT leadership
• Collaborate with functional areas within IT (Project Management Office, Service Desk, etc.) to develop dashboards, publish recurring status reports, analyze data, and explore how to better support stakeholders
• Deliver resource forecasting and utilization reports to identify gaps and risks that may impact delivery on projects and operational targets
• Support the Project Management Office (PMO) through resource and project reporting to ensure accurate understanding of project status, progress, risks and issues
• Support the ITSM team through communication and follow up with operational managers and members of the resource management team to ensure high quality reporting of ticket and time reporting information
• Prepare presentations for senior-management that appropriately communicates data-driven results to executives

Requirements:

• Bachelor's degree (4 year)
• Minimum of 2 years of experience in metrics development
• Demonstrated proficiency at consolidating data from numerous sources to create presentations for all levels of management and other stakeholders
• Significant experience working with Excel, SQL, and other tools related to queries and data management
• Experience working with Tableau, Cognos and other BI tools preferred
• Experience working with ServiceNow or other CRM/Service Management platform is preferred
• Experience working with Daptiv, JIRA, Rally or other Project Management platform is preferred
• Working knowledge of ITSM/ITIL frameworks and Waterfall/Agile project methodologies
• Professional certifications e.g. PMP, ITIL or PgMP preferred
• Must have strong relationship building, influencing and consultation skills and be able to establish and maintain positive work relationships with peers, management, key stakeholders and clients
• Ability to lead structured meetings and deliver messages to management
• Strong analytical problem solving, priority setting, facilitation, and collaboration skills
• Demonstrated ability to effectively communicate ideas and lead through influence to accomplish challenging goals & objectives
• Excellent understanding of document control, update processes and