Senior Administrator - Program & Project Management

• *Job Summary**
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• *Job Summary :** Process \& Operations Analyst — Service Management (Processes)

• *Job Description :** Process \& Operations Analyst — Service Management (Processes)

• *Key Responsibilities**
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• *Job Responsibilities :** Produce, validate, and publish Performance Indicator (PI) calculations monthly (CSL, KPI, XLA) (Annex 3 §3\.4\) Maintain and continuously improve SLM calculation methodology (Attachment 3\-C) — to be delivered to Solvay within 3 months of signature Automate SLA indicator production from BMC Helix data (Annex 2 §3\.10\) Monthly trend analysis and reporting on tickets (distribution, status, processing times) (Annex 2 §3\.1\.2\) Daily raw indicator calculation and publishing (Annex 3 §7\.3\.3\) Service Credits calculation and presentation to Steering Committee (Annex 3 §9\) Process documentation: maintain operating procedures, templates, and process flows Data quality assurance for CMDB and SLA data inputs from BMC Helix

• *Skill Requirements**
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• *Skill Requirement :** Produce, validate, and publish Performance Indicator (PI) calculations monthly (CSL, KPI, XLA) (Annex 3 §3\.4\) Maintain and continuously improve SLM calculation methodology (Attachment 3\-C) — to be delivered to Solvay within 3 months of signature Automate SLA indicator production from BMC Helix data (Annex 2 §3\.10\) Monthly trend analysis and reporting on tickets (distribution, status, processing times) (Annex 2 §3\.1\.2\) Daily raw indicator calculation and publishing (Annex 3 §7\.3\.3\) Service Credits calculation and presentation to Steering Committee (Annex 3 §9\) Process documentation: maintain operating procedures, templates, and process flows Data quality assurance for CMDB and SLA data inputs from BMC Helix

• *Must Have Skill**
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Program \& Project Management

• *Good to Have Skill**
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• *Other Requirements**
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• *Other Requirement :** Process \& Operations Analyst — Service Management (Processes)