Metrics Automation Specialist

Key Responsibilities:

Metrics Automation and Data Integration:

• Design and implement automated workflows to gather metrics from ITSM tools (e.g., ServiceNow, Jira), monitoring platforms (e.g., Grafana), and other data sources (HR, financial systems, spreadsheets, SQL databases)
• Use ETL tools (e.g., Microsoft Power Automate, Power Query) to extract, transform, and load data into centralized repositories such as SharePoint lists.
• Ensure data accuracy, consistency, and completeness across all sources.

KPI Calculation and Metric Definition:

• Collaborate with stakeholders to define metric calculations and KPIs aligned with organizational goals.
• Develop scripts, formulas, or workflows to calculate KPIs from raw data (e.g., incident resolution times, uptime percentages, SLA adherence).
• Document metric definitions and calculation methods for transparency and reproducibility.

Data Visualization and Reporting:

• Create visually compelling dashboards and reports using tools like Tableau, Microsoft Power BI, or Excel.
• Present insights and trends to stakeholders in a clear and actionable format.
• Continuously improve visualization methods to enhance understanding and decision-making.

Stakeholder Engagement and Accountability:

• Interface with managers in line teams to ensure timely submission of data and adherence to monthly deadlines.
• Persuade and motivate teams to meet metric targets and deadlines by demonstrating the value of accurate and timely reporting.
• Act as a liaison between technical teams and business stakeholders to ensure metrics align with organizational priorities.

Process Improvement and Automation:

• Identify opportunities to streamline metric collection and reporting processes using automation tools.
• Implement best practices for data management and reporting workflows.
• Ensure scalability and maintainability of automated solutions.

Required Skills and Qualifications:

Technical Skills:

• Proficiency in automation tools such as Microsoft Power Automate, Power Query, or similar platforms.
• Experience with ETL processes and integrating data from multiple sources.
• Strong knowledge of data visualization tools such as Tableau, Microsoft Power BI, or Excel.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira) and monitoring platforms (e.g., Grafana).
• Basic scripting or programming skills (e.g., Python, SQL) for data manipulation and automation.