ITSM Quality & Reporting Coordinator (f/m/d)

Date: 07-Sep-2021

Location: Prague, CZ

Company: Deutsche Börse Group

 

 

Field of activity

IT Infrastructure & Operations ensures the implementation and operation of shared technological IT infrastructure for all companies of Deutsche Börse Group (DBAG).

The unit "ITSM Processes" is responsible for establishing and operating effective and efficient IT Service Management and related processes throughout the entire IT division.

We deliver excellent quality while being compliant to regulations and laws applying on financial companies. We are looking for an ITSM Quality and Reporting Coordinator who is self-starting and with a high level of ambition.  

The successful candidate will have experience in performing quality assurance reviews and reporting activities in relation to IT Service Management processes. The successful candidate will also have proven experience of working as a team player in a matrix organisation, providing input to process related discussions and supporting reaching agreements.

 

Tasks / responsibilities

  • Working with Process Managers to prepare and distribute weekly, monthly, quarterly and ad-hoc process reporting in a timely and accurate manner.
  • Coordinating with reporting implementation units to maximise utilization of automation and self-service reporting tools.
  • Support Process Managers to design and implement new and updated reporting
  • Support Process Managers in process quality check activities.
  • Establish and maintaining working relationships with stakeholders through effective communication.
  • Taking a leading role in quality control of ITSM process reporting activities.
  • Prepare and maintaining Management focused quality and trend analysis reporting.
  • Assuring that unit reporting procedures are established, maintained and adhered to.
  • Ability to extract information from data and presenting it through state-of-the-art visualization
  • Support ITSM Process activities such as training and audit preparations.

 

Qualifications / required skills

  • You have completed your university degree in Computer Science or a related technical discipline or equivalent years’ experience in a relevant role.
  • You have a good understanding of process reporting requirements and delivery.
  • You have a good understanding of Service Level Management (KPI, SLA and OLA)
  • Experience working with reporting platforms such as SAP Analytics and Power BI
  • You have already gained experience leading quality and reporting activities within ITSM processes.
  • You have experience in Business Analysis and working within a large matrix organization, gathering requirements and translating to reporting.
  • Proficiency in written and spoken English; French/German language skills would be considered an asset
  • You have a high degree of communication skills and working within a professional environment
  • You combine independent action with effective team co-operation and working