Data Scientist Automotive

Job Title: Service Reporting Analyst

Location:  Austin, TX resident preferred.  WFH.  Open to other locations for the right candidate

Travel:    NA 

Job Description:  

Bring your strong analytical skills to analyze IT data. Duties include, but not limited to:
• Develop and maintain functional requirement documents for the 200 STS Service Level Agreements (SLAs)
• Manage SLA data collection, reporting, and SLA exceptions
• Perform validation of SLA results and SLA Exceptions 
• Manage issue escalation and resolution
• Conduct weekly and monthly SLA Review Meetings
• Publish monthly SLA Compliance reports
• Facilitate Service Level Improvement Plans (SLIPs)
• Track Service Level Credits and Earnbacks
• Facilitate SLA Changes and Continuous Improvement
• Conduct SLA Compliance Assessments
• Conduct proactive Trend Analysis to facilitate service improvement
• Develop and maintain ServiceNow dashboards for SLA Validation & Trend Tracking 
• Monitor adherence to contractual obligations
• Perform testing regarding ServiceNow and ITSLM updates/upgrades
• Validate and maintain Service Management Manual (SMM) documentation
• Conduct training sessions for DIR/MSI/SCP Teams
• Do our jobs well, support one another, and have good work/life balance
 

What You Bring:  
Required: 

• Strong analytical skills including advanced Excel Skills  (macros, VLOOKUP’s, etc)
• Experience analyzing IT Data

Desired:

• SQL queries