Company Description

Publicis Re:Sources is the backbone of Publicis Groupe, the world’s most valuable agency group. We are the only full-service, end-to-end shared service organization in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients. Formed in 1998 as a small team to service a few Publicis Groupe firms, Publicis Re:Sources has grown to 5,000+ employees in over 66 countries. We provide technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management. We continually transform to keep pace with our ever-changing communications industry and thrive on a spirit of innovation felt around the globe. Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at http://www.publicisresources.com/.

Job Description

Key Accountabilities:

Conduct regular analysis of key ITSM performance metrics to track and report on team and service performance.Identify trends and anomalies in ticket data to inform improvements in service delivery.Analyse patterns in incidents and service requests to identify common challenges.Recommend automation or process enhancements to streamline operations and improve response times.Monitor ticket volumes and resolution times to identify areas requiring attention or improvement.Produce regular reports on SLA performance and service availability to inform management and stakeholders.Collaborate with operational leads to ensure that the team adheres to SLA compliance metrics.Develop strategies to maintain or exceed SLA standards across all service areas.Create and maintain dashboards for real-time monitoring of IT services, providing actionable insights to IT management and operational leads.

Key duties:

Prepare detailed reports and presentations for IT leadership, highlighting performance metrics, achievements, and areas for improvement.Continuously seek opportunities to improve ITSM processes and practicesWork closely with the IT support teams, operational leads, and other departments to facilitate effective service management practicesActively share knowledge and best practices with team members to foster professional growth within the unitConduct periodic audits of ITSM reports and dashboards to ensure accuracy and reliability of information.Implement quality assurance standards for reporting and analytics functionsFrom time to time, may be required to work extended hours to achieve immediate business driven results

QualificationsBachelor’s degree in Information Technology, Computer Science, Business Analytics, or a related fieldCertification in ITIL, Six Sigma, or other related quality and process improvement methodologies is an advantage

Experience & Knowledge

Strong understanding of ITIL framework and SLA managementProficiency with ITSM software, ticketing systems, and dashboard creation toolsExcellent analytical skills with the ability to interpret complex data and translate it into actionable insightsStrong experience in delivery of customer service in the IT context (3+ years)Experience in resource planning and forecasting in an IT service delivery contextBasic to intermediate knowledge of project management life cycleWorking knowledge and understanding of a Shared Services Centre operation (2+ years) (preferred)

Additional Information

Attributes/behaviours

Comfortable with changeAbility to work collaboratively with cross-functional teams and manage projects effectivelyStrong communication skills, both written and verbal, with the ability to produce clear and concise reportsStrong attention to detail and able to juggle competing prioritiesIndependent, proactive & resilientEffective presentation skillsAbility to provide career mentorship to entry-level career professionals