about the role Extract and Use data from various data sources from the existing ITSM tools (Remedy/HPSD/HPSM/Clarify / Service Now, CA Service Desk etc ) and NMS tools and utilize them for trending and utilise the outcome for preparing the below · MIS reports ( Daily , Weekly , Monthly ) · Service Management Review decks ( Operation Performance) for Senior Management and Customer stake holders. · Quality reports as per agreement with customers with proper Analysis · Identify quality control areas of the service delivery · Proactive problem management trend reports ( jointly with Problem Manager ) · All above reports should also include actionable recommendations to be used by management for decision making and continuous optimization Defines the service reporting framework for Operations ( in consultationwith the Operations Manager). Trains & Support the service desk / level 1 operations staff so that they can generate and publish the ongoing daily / weekly Operational Performance reports. Analyzing and submitting of monthly invoicing data for billing to Operations Manager / Program Manager with proper supporting, analysis, reason for variations & justifications. Clear identification for any out-of-scope work performed & discussion with Operation/Program Manager to get cost, reports of Commercials CR, Projects activities performed in the month and submit details to Customer/ OBS Account team for approvals. about you · Hands-on Experience on ITSM tools (Remedy/HPSD/HPSM/Clarify / Service Now ,CA Service Desk etc ) having clear understanding of various tool features, concepts , tool parameters ,understanding of the significance of the data fields, tables from the Data sources of the ITSM and NMS tools and utilize them for trending and utilise the outcome for o prepare MIS reports and service management decks ( Operation Performance) for Senior Management and Customer stake holders. o proactive problem management identify quality control areas of the service delivery. · Excellent in Advance MS Excel, Macros , MS PowerPoint , VB front end skills , MS Access or MS SQL Database Knowledge & certifications. Mandatory Tool Experience : Excellent Knowledge & Hands on experience on the below : - Microsoft Power BI - Mandatory,  - Advance MS Excel along with Macros - VB front end coding skills - MS Access / MS SQL Database ( Atleast one ) - MS PowerPoint - MS Visio - ITSM Tool understanding (atleast one or more ) - Remedy , HPSM, Service Now , Clarify. - ITIL-v3 Foundation certification additional information Optional Tool Experience : - Exposure in any one of the programming language like C , C++ , VC++ etc is desirable. - High level understanding of any one Network Management Tool ( NMS ) – Manage Engine , Solar Winds , NetIQ etc is an added advantage. contract Regular