United Technologies Corporation Reporting Administrator, Service Management in Windsor Locks, Connecticut

Job ID: 01297187

City: Windsor Locks

State: Connecticut

Country: United States

Category: Information Technology

Job Type: Full Time

Description:

Date Posted:

2019-03-06-08:00

Country:

United States of America

Location:

01: Building 01 Windsor Locks One Hamilton Road, Windsor Locks, CT, 06096 USA

Do you want to be part of a new, exciting initiative to combine foundational IT with new digital technologies? Our Digital Technology team is driving business efficiencies and a better customer experience by connecting technologies, people, information and processes. From making aircraft more electric, intelligent and integrated to building new software platforms such as Internet of Things, big data, artificial intelligence, and blockchain, there’s no better place to be right now than in digital. If you’re an agile thinker who enjoys utilizing modern technology to make big improvements, then you’re a perfect fit for this team. Join Collins Aerospace to help us revolutionize the aerospace industry today!

The ITSM Reporting Lead is a subject matter expert responsible for the daily oversight and execution of the Collins Aerospace ITSM reporting program. The Reporting Lead will partner closely with IT Leadership and key stakeholders to define, gather, analyze, and report on key performance metrics. This role will be responsible for providing business intelligence insights that will inform strategic direction, enhance performance, reveal cost efficiencies, and drive customer satisfaction.

The scope of reporting for the ITSM Reporting Lead is inclusive of ITSM process health reporting (CSFs, KPIs, and process metrics), service delivery reporting (SLAs & OLAs), and may also span into other IT disciplines such as security & compliance, finance, application portfolio management, etc. Reporting will be done primarily out of ServiceNow, but some reporting and visualization needs may be fulfilled via other tools such as Excel, SQL, Tableau, or Business Objects.

Principal Responsibilities:

  • Owns all reporting for IT Service Management and Infrastructure teams, inclusive of ITSM health reporting (CSFs, KPIs, and process metrics), service delivery reporting (SLAs & OLAs), and executive summaries

  • Responsible for the development of standard reports, dashboards, customized reporting, which includes but is not limited to: Executive Reporting, Dashboarding reporting, Scheduled reports, Ad Hoc reports

  • Work with Service Operations Manager to develop and execute upon a roadmap for maturing Digital Technology (DT) reporting capabilities globally

  • Interface with DT leadership, managers, and support teams to understand reporting needs and wants (requirements gathering)

  • Provide training to any/all interested stakeholders in the utilization and further customization of reports and dashboards within the ServiceNow platform. Identify skills gaps and opportunities to strengthen the capabilities of the global team. Drives training and coaching to mitigate gaps.

  • Schedule the distribution of reports as appropriate and/or facilitate the aggregation of discrete data into executive-level dashboards and presentations for routine consumption

  • Perform basic data analysis in order to make recommendation to ITSM Process Managers and service delivery leaders on opportunities for improvement

  • Research new reporting capabilities in line with latest industry trends from both technology and user innovation perspective

  • Assist other ITSM Process Owners with advanced reporting needs

  • Assist in the execution of IT Service Management projects and related initiatives with little to no supervision

Education:

  • BA/BS degree required

Experience/Skills Required or Preferred:

Required Qualifications:

  • Experience with ServiceNow report generation, querying, and dashboard development

  • Experience with Business Intelligence or Data Reporting/Analysis

  • Experience in developing data analysis processes and solutions (reports, dashboards, scorecards, etc.)

  • Ability to translate business requirements into reports and dashboards

  • Ability to work in a large and matrixed corporate environment

  • Strong proficiency with Microsoft Office Suite, especially Excel and PowerPoint

  • Excellent interpersonal and leadership skills - servant leadership, collaboration, facilitation, and negotiation

  • Excellent written and verbal communication skills

  • Customer service oriented

  • Desire and ability to quickly learn and apply new concepts

Preferred Qualifications:

  • ServiceNow certifications

  • Project and program management planning and organizational skills

  • ITIL, Lean IT, COBIT, PMP, Scrum, or similar industry certifications

  • Experience with Agile and DevOps principles

  • Experience working on or directly with a mature IT Service Desk

  • Experience with 3 or more of the following technologies for data reporting and visualization: Microsoft Excel, Microsoft Access, SQL, Tableau, Business Objects, Power BI

Nothing matters more to Collins Aerospace than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen.

Note:

  • Background check and drug screen required (every external new hire in the U.S.)

  • Drug Screens for re-hires only performed for previous employees who have been gone from the company for more than 1 year

UTAS4220182

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Privacy Policy and Terms:

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United Technologies Corporation is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other federally protected class.

Qualification:

United Technologies Corporation is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other federally protected class.

Thank you for your interest in a career at United Technologies! We will soon upgrade to an improved job application system to simplify the apply experience. You will still be able to apply to any of our current job openings through December 18, 2018. On January 2, 2019, our new and improved job application system will launch; please check back on that date to see all of our job openings.