Esoc Data Analyst
il y a 2 semaines
**ESOC Data Analyst - Operational Processes & CSI Team
- **Working Location**:Mons, Belgium**
- **Security Clearance**: NATO Secret**
- **Language**:High proficiency level in English language
**EXPERIENCE AND EDUCATION:
**Essential Qualifications/Experience:
- Analytics: Level 4
- Data Visualisation: Level 4
- Business analysis: Level 4
- Business process improvement: Level 5
- Relationship Management: Level 4
- Incident management: Level 5
- Knowledge management: Level 3
**Desirable Qualifications/Experience**:
- Strong time management skills and ability to juggle multiple tasks at once
- Knowledge Service and reporting capability
- Prior experience of working in an international environment comprising both military and elements
- Knowledge of NATO responsibilities and organization, including ACO and ACT
**DUTIES/ROLE**:
- Operational Processes Analysis
ü A firm understanding and level of experience in data analysis utilising Business Intelligence and Data Management (Report on effectiveness of the Incident Management process and underlying tools)
ü Experience in the use of Service Reporting / Presentation of Technical data to different audience types (Internal Management Service Reporting)
ü Knowledge of ITIL Service Management - primarily Incident Management / Service Level Management
ü Understanding of Process Definition and Documentation, business analyst processes. (Create exception and ESOC specific reports relating Incident Management)
ü Experience of Customer Facing activities such as Service Reviews, Customer CABs, Project Boards (Able to obtain customer feedback on the state of play and report internally)
ü Ability to deal with Customer and escalate internally at various levels in conjunction with ESOC management
ü Diagnoses the underlying drivers of performance gaps
- IT Service Management toolsets
ü Able to interpret data to transform it into valuable business insights that are used to improve business operations and foster data-driven decision-making
ü Collect data, process and perform statistical analyses on large Service Management Toolsets (Note: the Agency's main toolset is BMC Remedy ITSM)
ü Has the ability to analyse, model and interpret data to drive continual service improvement in ITSM
ü Introduce improvements by leveraging automation and innovative approaches
- Continual Service Improvements
ü Enable continual service improvement through the effective use of metrics in support of key performance indicators and critical success factor used to manage service delivery
ü Exposure to the CSI process and the process improvement methodologies such as the Deming Cycle (If things aren't working propose an alternative process to ESOC Management)
ü Identifies strengths and weaknesses in IT support
ü Investigates problems in processes and services and assists with the implementation of agreed remedies and preventative measures
ü Performs other duties as may be required
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