Incident Reporting Consultant

Job Description:

• MS Office application(Advance Excel, word and PPT)
• Ticketing Tool : ServiceNow, Dashboard creation, report creation.
• Power BI Added advantage.
• Excel Macro
• Good knowledge in Service level metrics
• ITIL Reporting knowledge

Roles and responsibilities:

• To create reports / download the reports from Service Now.
• Audit the incident and task request on daily basis and update in the tracker and send it to your reporting manager. You need to audit minimum 30 tickets/task per Day without fail.
• Audit accuracy is very important because based on your tracker HCL team leads address to their team member.
• To understand KPI/PI metrics for all the teams
• Sending all the daily operational report to internal HCL teams and connect with all team leads in ops call to get the inputs required.
• Preparing weekly deck and support internal teams by providing additional data points.
• Supporting Monthly operational pack preparation
• Coordinate with internal team/team leads to get the data as and when you need.
• To maintain all the records in safe mode and provide to management whenever approached.
• You must know all the excel formula and prepare a report independently based on management requirement.
• Create a reporting process manual and maintain the same with amendments if done.
• Complete all compulsory training on time and show willingness to learn any additional technology as applicable.