Description and Requirements
Key Responsibilities
1. Monitoring, Reporting & Governance
- Monitor aged projects, open actions, and delivery risks across GICS portfolios
- Prepare and maintain real-time workload and performance reports
- Support critical situation (CritSit) escalation reporting and leadership visibility
- Perform ad-hoc operational analysis to support Geo Leaders and senior leadership decision-making.
2. Operations Enhancement Tracking
- Track operational improvement initiatives across ITC/CFS
- Maintain benefits realization, milestones, and progress reporting
- Highlight delays, risks, and dependencies to stakeholders
3. Outage & Incident Tracking
- Track and report service outages within GICS
- Consolidate outage data, trends, and impact analysis
- Support leadership reporting on recurring issues and preventive actions.
4. ServiceNow (SNOW) Transition Support
- Support ACR releases in ServiceNow as part of Phase 1 transition activities
- Assist in data validation, reporting, and transition readiness tracking
- Coordinate with SNOW stakeholders and service teams
5. Enablement & Knowledge Management
- Support Lab Asset management and LCD pilot initiatives
- Assist in finalizing and uploading KM content into UKM and other KM tools
- Participate in manual driver testing and validation activities.
Required Qualifications
Education
- Bachelor's degree (College Graduate) in Engineering, Computer Science, Information Technology, or a related field
Experience
- 5+ years of experience in a Technical PC / IT Service Delivery / Operations role
- Strong exposure to IT operations, incident management, service performance, and governance
Technical & Functional Skills
- Strong proficiency in Excel (advanced formulas, pivots, data validation)
- Experience working with dashboards, reports, and operational trackers
- Working knowledge of ITIL processes, incident, problem, and change management
- Hands-on experience with ServiceNow (SNOW) reporting or operations (preferred)
- Ability to work with structured and unstructured operational data
Behavioral & Professional Skills
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management abilities
- Comfortable working with senior leadership and global teams
- High attention to detail and strong execution discipline
- Ability to manage multiple priorities in a fast-paced environment
Preferred Experience (Good to Have)
- Prior experience in IT Control Tower, NOC, PMO, or Service Management Office
- Exposure to global service delivery environments
- Experience supporting leadership governance forums
- Basic understanding of reporting tools (Power BI exposure is a plus, but not mandatory)
