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Role: Service Performance Analyst
Duration: 1 Year FTC Location: Glasgow, UK Hybrid 3 DAYS/WEEK Keywords; MTTR/MTBF, Service Performance,CAB
Job Spec
Purpose: Monitor day-to-day service performance and provide actionable insights across Incidents, Service Requests, Change, and Defect Management (aligned to ITIL 4 practices).
Key Responsibilities
Track SLA/SLO attainment, backlog health, MTTR/MTBF, change success rate, and defect trends; flag risks and emerging patterns.
Maintain and improve operational dashboards; ensure data freshness, accuracy, and availability.
Produce weekly/monthly performance packs and ad-hoc analyses for service reviews and CSI actions.
Investigate breaches/outliers; recommend corrective actions and continuous improvement opportunities.
Harmonize data definitions and reporting taxonomies across tools (JIRA).
Support governance cadences (service reviews, CAB inputs) with clear metrics and narratives.
Tooling & Reporting
JIRA: Build/optimize dashboards, JQL filters, boards, and gadgets; manage metadata/fields.
Excel: Create performance packs (pivot tables, charts), data validation, and reproducible templates.
Desirable: Experience with Power BI for automated, model-driven dashboards
TPBN1_UKTJ