With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

The Measurement & Reporting specialist will function as the Customer Experience, Measurement & Reporting team’s primary resource for data modelling, reporting & analytics in support of IT service management’s customers and stakeholders. He/ She will be responsible for owning & executing the reporting services/ functions available through the service management platform, and will take charge of proactively recommending enhancements for the measurement and reporting practice.

Key Responsibilities:

• Provides guidance on the creation/ development of reports for service provider teams & service management stakeholders
• Recommends inputs or feedback on the development and management of metrics & KPIs (i.e. SLA/ SLT) for services and practices
• Designs & crafts reporting tools & dashboards for operations, performance monitoring and continuous improvement
• Performs data gathering & analysis to discover potential root-causes of common/ raised service management problems
• Processes data downloads upon request for analytical & performance review purposes
• Analyzes and recommends improvements to business processes / models.
• Conducts measurement & reporting training/ onboarding to (new) service agents/ customer service technicians of the service management platform.
• Recommends measurement & reporting-related enhancements (i.e. functionality, data modelling, data representation, & data accessibility)
• Coordinates data & reporting improvement requests with service management platform team.

Requirements:

• Bachelor’s degree in Computer Science, Information Systems, Business, or other related field; Or equivalent work experience.
• Requires working knowledge of reporting & analytics, service management, and customer service.
• Proficient in Microsoft Excel. Proficiency in PowerBI is a plus.
• Typically requires 3-5 years of technical or business work experience in reporting, data management and data analysis.
• Effective in written and verbal communication in English.

Applicant Types Accepted:

Local Applicants Only