Service Reporting Specialist

Spektrum; Strasbourg; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A leading technology organization located in Strasbourg is seeking a qualified candidate for a role focused on SLA operational reporting. The individual will be responsible for ensuring timely report delivery, driving automation processes, and performing audits. Ideal candidates should have a strong background in IT with at least 6 years of professional experience and relevant education. Strong analytical skills and knowledge of SQL are essential. This position offers the opportunity to work in a dynamic team environment.

Qualifications

• Minimum 3 years of relevant education after secondary school.
• Minimum 6 years of IT professional experience.

Responsabilités

• Responsible for all SLA operational reporting.
• Work with teams to deliver reports on time.
• Drive automation in reporting processes.
• Perform periodic internal audits.
• Respond to ad-hoc client questions.

Connaissances

Operational processes understanding

Service level reporting management

Business logic scripting

SQL database skills

Knowledge of web applications

Custom dashboard development

Problem resolution

Formation

Bachelor degree or equivalent

Outils

SQL

UML

Business service reporting tools

Description du poste

Spektrum has a wide range of exciting opportunities in several global locations.

We are always looking to add great new talent to our team and look forward to hearing from you.

Background:

eu-LISA is the European Union Agency for the Operational Management of Large-Scale IT Systems in the Area of Freedom, Security and Justice. eu-LISA manages large-scale IT systems to support the implementation of asylum, border management and migration policies in the European Union (EU). The Agency is also a front-runner for the digitalisation efforts of the EU's Justice and Home Affairs domain, building a new information architecture and contributing to the development of a new security ecosystem. Since the Agency's beginnings in 2012, eu-LISA has become the digital engine of the Schengen Area. With its activities and tasks, the Agency adds value to the EU Member States by supporting their efforts towards justice, security and freedom.

Responsibilities

• Responsible for all SLA operational reporting related to the client delivery requirements.
• Working with various teams across the organization to collect, collate and deliver the reports on time.
• Initiate contact with team members to obtain missing information required to meet reporting requirements within the contracted timeframe.
• Drive automation and specify system needs (IT and Business) to improve the reporting process.
• Ensure audit readiness of all SLA documents by performing periodic internal audits.
• Perform root cause analysis in case of escalations and take steps to improve the robustness of the reporting process.
• Analyse incoming requests, determine the appropriate course of action, and ensure problem resolution.
• Respond to relevant ad-hoc client questions and complete client requests.
• Use computer-based tools to post documentation as well as ensure accurate historical information is retained and problem/question is accurately documented.

Education

• Minimum 3 years of relevant education (bachelor degree or equivalent) after secondary school.
• Minimum 6 years of IT professional experience.

Additional needed qualification, knowledge and skills

• Strong understanding of operational processes and best practices for large IT environments.
• Understanding of service level reporting management originating from various data sources.
• Business logic scripting, creating alerts, creating scripting to manage and collect data from data sources.
• Create contracts, metrics and contact modelling.
• Be able to calculate Service Level Metrics against defined and agreed upon targets as defined in service level contracts.
• Compare data, develop reports and customize dashboards.
• Importing Configuration Management Database (CMDB) and other database services into Service Level Agreement (SLA) reporting tool.
• Database SQL query skills to manage and collect data from various relational database sources.
• In depth knowledge of relational database systems (RDBMS).
• In depth knowledge of SQL.
• Good knowledge of programming languages.
• Good knowledge of the design and development of web and multi-tier web applications.
• Good knowledge of modelling tools (e.g. UML).
• Good knowledge of business service reporting tools (e.g. CA Oblicore/BSI).
• Ability to cope with fast changing technologies used in application developments.