Service Performance Analyst

Service Performance Analyst

Purpose:

Monitor day‑to‑day service performance and provide actionable insights across Incidents, Service Requests, Change, and Defect Management (aligned to ITIL 4 practices).

Key Responsibilities:

• Track SLA/SLO attainment, backlog health, MTTR/MTBF, change success rate, and defect trends; flag risks and emerging patterns.
• Maintain and improve operational dashboards; ensure data freshness, accuracy, and availability.
• Produce weekly/monthly performance packs and ad‑hoc analyses for service reviews and CSI actions.
• Investigate breaches/outliers; recommend corrective actions and continuous improvement opportunities.
• Harmonize data definitions and reporting taxonomies across tools (JIRA).
• Support governance cadences (service reviews, CAB inputs) with clear metrics and narratives.

Tooling & Reporting:

• JIRA:
  Build/optimize dashboards, JQL filters, boards, and gadgets; manage metadata/fields.
• Excel:
  Create performance packs (pivot tables, charts), data validation, and reproducible templates.
• Desirable:
  Experience with Power BI for automated, model‑driven dashboards.