Performance Measurement Analyst - 6 month contract

Blue Star Partners LLC - Columbus, OH

Contract$75 an hour
EducationSkills

Purpose:

The Performance Measurement Analyst provides leadership with regular analysis and reports on the overall value of service provided by Corporate Business Services. This entails assisting with the analysis and reporting of the quality of service provided by service providers based on status reports, performance and customer satisfaction data.

The Performance Measurement Analyst helps promote continuous improvement driven by best in class standards. This position works closely with the Service Providers’ Business Office, appropriate Service Provider Delivery Managers, and IT departments to define services scope, service levels and performance metrics, which effectively support the company business requirements. This includes streamlined service level agreement performance validation processes, steps to validate service level agreement performance, and processes to deal with any anomalies.

Key outcomes for success include:

  • Clearly defined reporting mechanisms, including consumption tracking and analysis
  • Performance reports and scorecards that accurately reflect the service provider’s overall quality of service, including SLAs met, customer service and other metrics deemed important by company's business leaders
  • Timely and high quality benchmarking analysis
  • High functioning Performance Measurement processes that are continuously improved
  • Corporate Business Services customers who understand and agree with the reports indicating value of service
  • A high functioning Performance Measurement team
  • Effective working relationships between IT, business, Service Providers, Accounting, and internal and external auditors.

Essential Responsibilities:

  • Work closely with the Manager and Service Governance team in developing and ensuring the maintenance of financial and service tracking and reporting methodologies
  • Collaborate with Service Providers and IT Departments to achieve results
  • Turn raw data into management information in a format that is meaningful and easy to use; will use both Excel and Service Now reporting to achieve these results
  • Analyze data and reports to identify trends, develop forecasts, draw summary conclusions and create action plans
  • Prepare executive level reports and audit findings
  • Work closely with the financial professionals to help determine monthly performance credits / penalties associated with a specific service provider
  • Prepare studies, recommend actions, and implement new procedures related to new issues
  • Review and analyze system policy changes/new business initiatives for impacts to Performance Measurement processes, procedures or reports
  • Lead the collection and analysis of benchmarking data
  • Prepare exhibits for rate case filings and respond to interrogatories
  • Participate as performance measurement representative in cross-disciplined teams developed to research and analyze corporate business issues
  • Generate ideas for continuous improvement and participate in continuous improvement projects

Breadth:

This position is a professional level role and provides administration for one or more outsourcing engagements that range in size, complexity and contract duration. This role functions, somewhat independently, under general direction of managers or directors and generally follows documented procedures and checklists.

Selection Criteria:

Analyst

  • Bachelor’s Degree or equivalent work experience
  • Experience in outsourced environments and working with legal counsel
  • Advanced skills with computers, MS Office Suite, MS Project, and Visio
  • Ability to learn new concepts quickly
  • Excellent analytical abilities, including process analysis and development, and problem solving
  • Working knowledge of industry-specific regulatory requirements (i.e., SOX, State and Federal, etc.)

Senior Analyst

  • 4+ years of IT performance reporting development and analysis experience or related work
  • Bachelor’s Degree or equivalent work experience
  • Experience in outsourced environments and working with legal counsel
  • Advanced skills with computers, MS Office Suite, MS Project, and Visio
  • Ability to learn new concepts quickly
  • Excellent analytical abilities, including process analysis and development, and problem solving
  • Working knowledge of industry-specific regulatory requirements (i.e., SOX, State and Federal, etc.)
  • Ability to sustain solid working relationships with stakeholders across departments and vendors. Effective collaboration, negotiation, communication, organization, people management, and conflict resolution skills
  • Preferred: 2+ years of Service Now experience

Lead Analyst

  • 6+ years of IT of performance reporting development and analysis experience or related work
  • Bachelor’s Degree or equivalent work experience
  • Experience in outsourced environments and working with legal counsel
  • Advanced skills with computers, MS Office Suite, MS Project, and Visio
  • Ability to learn new concepts quickly
  • Excellent analytical abilities, including process analysis and development, and problem solving
  • Ability to assist in development of other team members
  • Strong analytical, judgment, facilitation, organization, oral and written communication skills
  • Ability to be self-sufficient and self-motivated
  • Ability to develop solid working relationships with stakeholders across departments and vendors. Solid collaboration, negotiation, communication, organization, people management, and conflict resolution skills
  • Strong project management skills
  • Preferred: 2+ years of Service Now experience
  • Preferred: PMP certification preferred
  • Preferred: MBA or other advanced degree, or experience in areas such as ITIL, Six Sigma and Lean, CMMI or COBIT

Job Type: Contract

Salary: $75.00 /hour

Education:

  • Bachelor's (Required)

Work authorization:

  • United States (Required)