Job Description
- Job Description:
- Build a formal, auditable KPI dashboard for IT Service Desk operations
- Calculate and visualize SLA metrics including FCR, MTTR, Backlog Aging
- All calculations tied directly to Ivanti ITSM system-of-record data and fully reproducible
- Requirements:
- Ivanti ITSM Expertise
- Strong understanding of the Ivanti ITSM data model
- Ability to identify and extract required raw ticket-level fields for SLA reporting
- Experience working with ticket lifecycle data
- Ivanti Xtraction Experience
- Hands-on experience using the Ivanti Xtraction tool to develop reports
- Ability to map and customize the Xtraction data model
- Experience building dashboards, reports, trend charts
- Data & Query Skills
- Clear understanding of Service Desk KPIs such as FCR, MTTR
- Ability to translate written KPI definitions into accurate
- Experience validating dashboard results against raw data extracts
- Benefits:
- Remote Job
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