Req ID 17900BR
Job Title IT Service Reporting Analyst
Location MA,VA:Bedford or McLean
Profession Information Technology
Department Code R10B
Purpose MITRE, which was included on Fortune magazine's “100 Best Companies To Work For” list for ten consecutive years, is seeking an IT Service Reporting Analyst. This Service Reporting Analyst will participate as a member of the Service Assurance Center within MITRE’s internal IT division.
Security Clearance Level Secret
Key Functions • This work heavily emphasizes system/service problem & root cause analysis, event & trend tracking, application of business knowledge, and the aggregation of information to support and drive actionable insights.
• The role will support the delivery of regular and ad hoc assessments for both service and operations level management. It may include ensuring the accuracy of daily, weekly and monthly reports by validating data sources and methods of reporting used. Position will entail interaction with cross-functional business and IT units to develop timely, clear, reliable, and concise appraisals that are appropriate to the recipient’s needs and of sufficient accuracy to be used for decision support.
• The reporting activities of the team aim to produce timely, reliable, and accurate reports to facilitate informed decision making and effective communication about MITRE’s internal IT services and operations. The success of all service management processes is dependent on the use of the information provided in service reports from this team.
• The work heavily emphasizes data retrieval, reporting and analysis, the application of business knowledge, and the synthesis of information to drive actionable insights.
• This role will support the delivery of regular and ad hoc report and analysis requests from both service and operations level management and will ensure the accuracy of daily, weekly and monthly reports by validating data sources and reporting methods used.
• Position will entail interaction with cross-functional business and IT units to develop timely, clear, reliable, and concise reports that are appropriate to the recipient’s needs and of sufficient accuracy to be used as a decision support tool. Presentation will aid the understanding of the reports so that they are easy to assimilate and use to support key IT management and operational decisions. Reviews of reports against peer-group and leading-practice reporting, which reflects current stakeholder concerns, will support team recommendations and continuous improvement activities.
Required Education/Experience: BS and 2 years experience or MS
Desired Education/Experience • Bachelor’s degree as well as 2 years’ experience with data analysis and reporting.
• The ideal candidate will have at least 2+ years working in data management and reporting and the ability to be a key participant in service level management efforts of the department. They will have the ability to perform analysis, trending, and reporting on data used for day to day management of IT services. They will have familiarity with data models and reporting commonly used by management & operations teams. They will support documentation of reporting and analysis processes and procedures and recommend improvements for current reporting and data capture as well as uses based on customer feedback and experience.
Required Skills: • Strong quantitative skills with proficiency in the MS Office suite of applications with advanced skills in Excel from both an analytical and database tool perspective.
• Excellent analytical ability, communication skills, strong judgment and the ability to work effectively with both business and technical staff
• Proven performer with a history of delivering accurate and effective reports, data analysis and modeling, information management and basic project management
• Technical competency in understanding technical systems, with conceptual understanding of various components, and ability to understand technically what & why, while engaging both sides of the spectrum - business/architects on one hand, and engineers/support staff on the other
• Ability to clearly communicate ideas and thoughts through a variety of media, with a highly tuned attention to detail
• Highly organized self-starter who can own basic projects and act with limited supervision
• Capability to work & excel in a fast-paced, constantly changing environment with moving deadlines
• Propensity to multitask and prioritize responsibilities on a daily basis, often under pressure.
• Customer service focused
• Good presentation, negotiation, and communication skills reflecting the ability to provide constructive analytical critiques and recommendations to a variety of audiences.
Desired Skills • Experience with SQL Server Reporting Services, Business Objects, and Cognos are a strong plus.
• Experience with HP’s BAC & Site Scope, and BMC Patrol Suite & Remedy ITSM (Help Desk and Change Management) products are a strong plus.
• IT services data management and reporting experience, particularly in Help Desk, Network, and/or IT Operations, a plus
• Experience working with Service Oriented and IT Management Frameworks such as ITIL, BS15000, ISO20000, a plus
• Ability to draft technical and business documentation.
• Regularly demonstrates insight, initiative, and creativity in developing solutions to meet current challenges and future direction.
Travel Statement *This position will require overnight travel up to 10% of the time.
Clearance Statement *Applicants selected for this position will be subject to a government security investigation and must meet eligibility requirements for access to classified information. Only US citizens are eligible for a security clearance. For this position, MITRE will consider only applicants with security clearances or applicants who are eligible for security clearances.
