ServiceNow Reporting Analyst (Tampa,FL)
Job Type: Contract
Experience: Medium Level
Description:
ITIL - Problem/Must have Incident Management
ServiceNow - (working knowledge)
Program mgmt -
Workstream: GPA Incident Mgmt
Key Responsibilities:
* Possess good understanding of Regulatory Reporting
* Understand Risk and Finance Reporting of Risk Weighted Assets impact to Citi Businesses to the granular level of data elements and source systems data lineage.
* Resolve issues that are escalated to Level 3 related to the Services in a timely manner to provide compliance with all applicable Service Levels.
* Work with the application support team and Communicate issues and status updates with all stakeholders effectively.
* Provide ideas and conduct efficiency and effectiveness improvements in support processes.
* Perform Incident and Problem management including prioritization, cause analysis and escalation to appropriate groups.
* Good Analytical skills to understand and articulate issues
* Be innovative and proactive in suggesting solutions
* Analyze and respond to end users technical issues and analytical inquiries
* Demonstrate drive and initiative; be goal-oriented, dedicated and self-sufficient.
* Perform root cause analysis and event correlation for all tickets, identifying preventive measures, making recommendations to fix root causes, implementing approved fixes, and post-mortems
* Be able to work well under pressure, adapt quickly to changing priorities and maintain focus on key tasks during busy periods.
* Communicate complex technical issues to business users in a language they can understand
* Provide effective client communication during regular updates or escalate when appropriate.
Qualifications:
*2+ years of experience in a ITIL environment and ServiceNow - Incident Management
* Personally well organized and an excellent team player with willingness to learn.
* Experience working in a support team and dealing with business and technology users of the application in a support capacity.
* Excellent written, verbal and presentation skills. should have an ability to present analysis of data using Excel and/or PowerPoint.
* Strong Problem Solving skills.
* Knowledge of Core Java