Service Reporting Specialist

Background:

eu-LISA is the European Union Agency for the Operational Management of Large-Scale IT Systems in the Area of Freedom, Security and Justice (eu-LISA) manages large-scale IT systems to support the implementation of asylum, border management and migration policies in the European Union (EU). The Agency is also a front-runner for the digitalisation efforts of the EU's Justice and Home Affairs domain, building a new information architecture and contributing to the development of a new security ecosystem. Since the Agency's beginnings in 2012, eu-LISA has become the digital engine of the Schengen Area. With its activities and tasks, the Agency adds value to the EU Member States by supporting their efforts towards justice, security and freedom.

Task description:         

• Responsible for all SLA operational reporting related to of the client delivery requirements.
• Reporting Analyst responsibilities include but are not limited to:
• Responsible for all SLA operational reporting related to of the client delivery requirements
• Working with various teams across the organization to collect, collate and deliver the reports on time
• Initiate contact with team members to obtain missing information required to meet reporting requirements within the contracted timeframe
• Drive automation and specify system needs (IT and Business) to improve the reporting process
• Ensure audit readiness of all SLA documents by performing periodic internal audits
• Perform root cause analysis to in case of escalations and take steps to improve the robustness of the reporting process
• Analyse incoming requests, determine the appropriate course of action, and ensure problem resolution
• Respond to relevant ad-hoc Client questions and completing Client requests
• Use computer-based tools to post documentation as well as ensure accurate historical information is retained and problem/question is accurately documented

Education:       

• Minimum 3 years of relevant education (bachelor degree or equivalent) after the secondary school

Minimum Experience:

• Minimum 6 years of IT professional experience

Additional needed qualification, knowledge and skills:         

• ITIL/ITIL V3 Foundation certification
• Strong understanding of Operational processes and best practices for large IT environments
• Understanding of service level reporting management originating from various data sources
• Business logic scripting, creating alerts, creating scripting to manage and collect data from data sources
• Create contracts, metrics and contact modelling
• Be able to calculate Service Level Metrics against defined and agreed upon targets as defined in service level contracts
• Compare data, develop reports and customize dashboards
• Importing Configuration Management Database (CMDB) and other Database services into Service Level Agreement (SLA) reporting tool
• Database SQL query skills to manage and collect data from various relation database sources
• In depth knowledge of relational database systems (RDBMS)
• In depth knowledge of SQL
• Good knowledge of programming languages
• Good knowledge of the design and development of web and multi-tier web applications
• Good knowledge of modelling tools (e.g. UML)
• Good knowledge of business service reporting tools (e.g. CA Oblicore/BSI)
• Ability to cope with fast changing technologies used in application developments