Service Performance & Reporting Consultant
Job Summary
Were seeking an experienced Measurement & Reporting Consultant to join a high-profile Enterprise Service Management (ESM) environment supporting complex multi-vendor technology services.
This role is ideal for a consultant who enjoys turning service data into meaningful insights that drive better decision-making service improvement and operational excellence. Youll work across a broad stakeholder landscape delivering reporting analytics dashboards and performance insights that support IT service delivery and customer outcomes.
Working closely with service providers operational teams and client stakeholders youll play a key role in building and improving measurement and reporting capabilities aligned to ITIL best practices
About the Role:
Develop maintain and enhance operational and executive reporting across IT service management functions.
Produce meaningful dashboards scorecards and performance reports that provide stakeholders with real-time visibility of service outcomes.
Monitor and report on service performance against agreed KPIs SLAs OLAs and Experience Level Agreements (XLAs).
Design and develop ServiceNow reports and dashboards.
Support the configuration and optimization of reporting and analytics capabilities within the Service Management platform.
About You:
Experience in IT Service Management Service Reporting Service Analytics Performance Reporting or a related discipline.
Experience delivering reporting solutions in complex enterprise environments.
Strong experience with ServiceNow reporting and dashboards.
Understanding of KPI SLA OLA and service performance measurement frameworks.
Additional Requirements:
Security Clearance Requirement: Given the secure nature of this role we are seeking candidates who are Australian Citizens with an active security clearance.
This requirement ensures that all team members are cleared to handle sensitive information and contribute to maintaining the highest standards of security in our operations.
On-call and Shift Expectations:Our positions are primarily focused on managed services meaning you will be responsible for maintaining and improving our clients IT systems (Applications and Infrastructure). Flexibility and adaptability are key as you may be required to work in shifts to provide continuous support. Additionally you may need to be on call to address incidents promptly and perform after-hours deployment activities as needed. Your ability to effectively manage these responsibilities will be crucial to ensuring the seamless operation of our services and client satisfaction
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Benefits of working at Accenture:
18 weeks paid parental leave
Long & short-term career break opportunities
Structured career development program
Local and international career opportunities.
Certified as a Family Inclusive Workplace
Flexible Work Arrangements - centred around Accentures Truly Human ethos and our commitment to supporting the health and wellbeing of our people.
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Accenture is a leading global professional services company that helps the worlds leading businesses governments and other organizations build their digital core optimize their operations accelerate revenue growth and enhance citizen servicescreating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791000 people serving clients in more than 120 countries. Technology is at the core of change today and we are one of the worlds leaders in helping drive that change with strong ecosystem relationships. We combine our strength in technology and leadership in cloud data and AI with unmatched industry experience functional expertise and global delivery capability. Our broad range of services solutions and assets across Strategy & Consulting Technology Operations Industry X and Song together with our culture of shared success and commitment to creating 360 value enable us to help our clients reinvent and build trusted lasting relationships. We measure our success by the 360 value we create for our clients each other our shareholders partners and communities.Equal Employment Opportunity Statementfor Australia:
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