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SMPC Service Process Administrator

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Global Services Integration Business
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190000E5 Requisition #
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Role Purpose

 

To enable the successful delivery of Service and Process Management processes by updating, maintaining and providing
reports from Service Management tools and systems.

 

Key Accountabilities

 

• Data Accuracy- enters data into databases according to the relevant process descriptions (i.e. asset management, change management).
• Reporting - collects and evaluates relevant reports and escalates non-conformance
• Investigates and analyses data following alerts and complaints. Produces specific reports as required by management.
• Monitoring Service Delivery. Measures performance of service delivery against operational level agreement or service level agreement. Reports any divergence from acceptable plan and escalates to appropriate authority.
• Operational Support. May support process managers and service delivery managers with ad-hoc tasks, i.e. internal asset management, information distribution, special project preparation.

Key Performance Indicators

• Quality of data (in databases or reports)
• Productivity statistics
• Customer satisfaction score
• Quality of reports and work in relation to standards/Service Level Agreement, compliance and time.

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