IT Service Analyst - IaaS Reporting and Process Optimization

In the ever-evolving landscape of Information Technology (IT), the establishment of a robust IT hosting and cloud service department is imperative to ensure seamless operations, data accessibility, and heightened security.
The Department to ensure the above is called IaaS – Infrastructure as a Service Product Group in Hitachi Energy.

As organizations increasingly rely on IT infrastructure to drive their operations, the IaaS Product Group environment becomes a critical foundation for success. The evolution from traditional on-premises solutions to incorporating cloud services has brought about new challenges and opportunities.

The Governance Function within IaaS Product Group is a pivotal role dedicated to ensuring operational excellence, adherence to processes, and effective knowledge management. This function plays a crucial role in establishing frameworks, standards, and practices that contribute to the seamless and compliant operation of our hosting environment. It also acts as the conduit towards the Service Now implementation team, assessing and preparing requirements from different stakeholders and ensuring the implementation.

According to internal growth one of the teammember to IaaS team we are looking for:

IT Service Analyst - IaaS Reporting and Process Optimization
Analyst plays a fundamental role in ensuring effective governance within the Infrastructure as a Service (IaaS) domain.
Responsibilities span reporting, analysis and process optimization.

Your responsibilities:

• Reporting and Analysis:

Design and implement reports based on requirements from IaaS stakeholders; create comprehensive documentation.

• Process optimization:

Ensure proper setup of ServiceNOW in context of processes utilized/followed by IaaS; drive automation wherever applicable; define KPIs and reporting; conduct audits; Identify areas for process enhancement based on audits and feedback; drive adherence to established KPIs across all areas

• Stakeholder Coordination:

Work closely with SIAM team, global process managers and IaaS Track Leads, to clarify exceptions and ensure alignment.

• Continuous Learning and Adaptation:

Stay updated on best practices and industry trends to continuously improve processes and methodologies.

• Technical expertise: ServiceNOW, ITIL, reporting (PowerBI), good knowledge of Excel data analysis formulas

• Analytical skills: Data analysis, problem-solving, KPIs.

• Process improvement: Identification, implementation, automation project management.

• Communication and collaboration: Effective communication, relationship building.

• Adaptability and learning: Continuous learning, attention to detail.

• Contract of employment

• Hybrid/ remote work mode( depend on location)

• Benefits to take care about your health, safety and wellbeing ( medical care, life insurance, sports card)

• Professional growth in internal structures

• Development possibilities in international environment