Job Description

About HST Global

HST Global in Bangalore is a division of the Hy-Vee IT team named as the Helpful Smiles Technology Center based in the West Des Moines, Iowa, US. Hy-Vee IT (HST) supports Hy-Vee\xe2\x80\x99s business growth and modernization needs by accelerating the adoption of technology across enterprise operations. Hy-Vee offers employees a unique opportunity to transform technology at Hy-Vee, understand different markets and cultural dynamics, as well as the opportunity to work locally and remotely on IT challenges. Hy-Vee IT is looking to expand its capabilities in software development and delivery with roles such as agile, fullstack, and data analysts based out of the HST Global. HST Global will serve the entire IT organization across roles and functions.



Position: Service Reporting Analyst
Department: IT Service Management
Job Summary:
The Services Reporting Analyst is a pivotal role within the IT Service Management team, responsible for generating, analyzing, and maintaining various IT services reports and performance metrics. This role encompasses the creation of critical uptime and Incident Free Time (IFT) reports, management of service scorecards, maintenance of a service catalog, tracking of Mean Time to Resolve (MTTR), Common Vulnerability Scoring System (CVSS) metrics, and overseeing the usage of relevant tools like JIRA. The Services Reporting Analyst will contribute to providing essential data driven insights to management and stakeholders, enabling informed decision-making, and driving continuous service improvement efforts.

Key Responsibilities:

IT Services Reporting:

• Develop and generate comprehensive IT services reports, ensuring accuracy, timeliness, and relevance to stakeholders.
• Create and maintain uptime and Incident Free Time (IFT) reports to monitor service availability and performance.

Data Analysis and Insights:

• Analyze reporting data to identify trends, patterns, and areas for service improvement, and present actionable insights to stakeholders.

Service Scorecards and Metrics:

• Manage service scorecards, compile performance metrics, and present data-driven insights to demonstrate service effectiveness and areas for improvement.
• Track and report on Mean Time to Resolve (MTTR) for incidents to gauge incident response and resolution efficiency.

Service Catalog Management:

• Maintain and update the IT service catalog, ensuring alignment with business needs and reflecting the latest service offerings.

Vulnerability and Risk Metrics Reporting:

• Monitor and report on Common Vulnerability Scoring System (CVSS) metrics to assess the security posture of IT services and systems.

Tool Management:

• Oversee and manage the usage of relevant tools such as JIRA, ensuring accurate data input, consistent tracking, and efficient reporting.
• Collaboration and Communication:
• Collaborate with cross-functional teams to gather data, validate information, and ensure alignment between reporting and operational activities.
• Effectively communicate findings, recommendations, and insights to management and stakeholders.

Process Enhancement:

• Identify opportunities to enhance reporting processes, streamline data collection, and automate reporting where possible.

Qualifications and Experience:

• Bachelors degree in information technology, Business Analytics, or a related field.
• Proven experience in data analysis, reporting, or a similar analytical role within IT service management.
• Strong proficiency in data analysis, visualization and reporting tools (e.g., Excel, Power BI/Tableau, ETL, R/Python).
• Familiarity with IT service management frameworks (e.g., ITIL) and associated metrics.
• Experience in working with incident tracking and management tools (e.g., JIRA).
• Excellent analytical, problem-solving, and critical-thinking skills.
• Strong communication, collaboration, and presentation abilities.

HST Global