Sr Manager IT Metrics & Reporting

Job ID: CM-1019286 Description:

HCSC is committed to diversity in the workplace and to providing equal opportunity and affirmative action to employees and applicants.We are an Equal Opportunity Employment / Affirmative Action employer dedicated to workforce diversity and a drug-free and smoke-free workplace. Drug screening and background investigation are required, as allowed by law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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Job Purpose: This position is responsible for designing and developing end-to-end Infrastructure metrics and KPI reporting to support Infrastructure Product Management, Engineering and Operations functions; developing performance metrics and reporting to continuously improve managing the business of IT; implementing and managing an IT Analytics framework to proactively manage overall capacity and availability of all systems; acting as the primary liaison between the Infrastructure and Finance organizations.

Required Job Qualifications:

  • Bachelors degree and 5 years experience in Information Technology with 3 years of experience in IT metrics and KPI reporting.
  • 3 years experience in management and/or leadership.
  • ITIL v3 foundational knowledge.
  • IT Analytics, Monitoring and Event Management tools.
  • Experience with dash-boarding and audience relevant technical presentations.
  • Ability to prioritize and make trade-off decisions.
  • Problem solving / analytical thinking.
  • Ability to simplify & standardize complex concepts / processes.
  • Continuous improvement.

Preferred Job Qualifications:

  • Bachelors degree in Information Technology or Engineering.
  • Deep experience with Service Level Management; defining outcome-oriented service levels that tie to customer needs, understanding the implications of service levels across both service providers and customers, and defining calculations/data sources/reports that are repeatable and action-oriented.
  • Experience architecting, building, and reporting on internal Service Levels that effectively combine multiple internal/external IT services together to represent requirements to support key business processes.
  • Experience developing and reporting on external service levels with multiple IT vendors, particularly managed service providers and those with heavy offshore presence.
  • Experience effectively driving internal/external Service Reviews and tracking service improvement plans.
  • Experience designing and developing goal-based and action-oriented IT Service Management (ITSM) reporting across multiple processes including but not limited to: Incident, Problem, Change, Knowledge, Service Request, and Service Level Management.
  • Deep experience designing, developing, and maintaining actionable reports and dashboards for a wide variety of audiences including C-Suite, Business, IT service providers and support teams, and vendors.
  • Experience designing reports with Service Now, Tableau, SQL, and other IT Service Management reporting tools.
  • Analytical (OLAP) data modeling and data visualization experience.
  • Experience managing large initiatives to improve processes in an organized and disciplined way with stakeholders across IT.
  • Strong leadership, organization, planning, and presentation skills.
  • Experience managing and developing staff at multiple levels.
  • Ability to prioritize and make trade-off decisions.
  • Ability to influence cross-functional and organizational teams with conflicting priorities.
  • Strong teamwork and collaboration skills.
  • Ability to manage and affect change with discipline and transparency
  • Attention to detail and focused on achieving results.

Requirements: Expertise Information Technology Job Type Full-Time Regular Location IL - Chicago, TX - Richardson

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