Itsm Reporting

**About IT at Nestlé**
We are a diverse team of IT professionals in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé to enagage and win consumers, customers and employees. We collaborate with business partners around the world to deliver standardized, integrated technology products and services to create tangible business value.

**Position Summary**

Under the supervision and guidance of your Senior Product Manager IT Service Experience based in BCN, you will be responsible to manage Reporting & Analytics Tech Lead, which is related to Global, as well work according to a product vision and strategy. You are responsible to manage and lead Reporting strategy globally and across the Markets and IT as receivers and deliver the reporting strategy execution as well to make sure we have single source of truth. Contributing directly LT Leadership Teams and IT organization to take the right decision based on fact data. On the delivery side of the process Service Reporting reports on the results achieved both operationally and strategically. It also reports on any developments related to Service Level Agreements or Service Level objectives such as hitting various targets. A reporting standard needs to be documented and agreed with the various IT areas would want to see a different set of reports or improve existent ones. Service Reporting process and reports generated requires regular reviews to ensure accuracy, change in terms of data required, timings, audience etc.

**A day in the life**
- Works with PSOMs (Product Stream Operations Managers), Markets, Workforce 360 and the IT teams, ensure operational execution of the ITSM - IT Service Management reporting strategy and vision aimed at maximizing value for our receivers
- Develop future of ITSM Reporting & Analytics by enabling one single source of the truth in terms of data to help decision making
- Analyzes reporting provided by performance dashboards for insights on product impact and adoption
- Provide analytical analysis based on data to generate business outcomes, improve receiver experience and workforce optimization
- Ensures product contribution to the business value - the right data at the right time
- Increases product adoption, customer and consumer satisfaction as well as other value indicators
- Ensure support of latest Technology and integrations (ServiceNow and Power BI for instances)
- Interface with other Product Teams\Tech Leads
- Manage Leadership Dashboard (IT Performance Dashboard) process updates in order to ensure the accuracy of information
- Supporting with ad hoc requests and custom reporting
- Provide reports and information to IT teams for informed decisions to be made where they agree the format and style of reports to suit relevant audiences.
- Reporting enhancement filtering and validation (based on value and budget alignment)
- Lead ITSM Reporting Community of Practices (CoP) initiatives
- Act as advisor on reporting changes and improvements in collaboration to KPI Owners and IT Performance teams on decision support
- Ensure single source of truth in terms of ITSM data set (Incident, Request, Problem, Knowledge)
- Development of global automatized reports
- Collects and analyzes complex data for reporting and/or performance (trend) analysis
- Prepares a broad variety of reports and provides data and management information for receivers, internal and/or external audiences
- Assists with all levels of metric reporting
- Lead small team in a dotted-line report to drive reporting activities

**What will make you successful**
- Demonstrated experience in stakeholder management to present recommendations in terms of reporting management facilitating discussion and feedback guiding teams to work based on fact-data
- Demonstrated experience implementing and managing reports to improve receivers experience
- Demonstrated experience developing and maintaining official reporting for consistency and increased productivity
- Organization: Above-average organization and prioritization skills, with the ability to juggle multiple responsibilities at the same time.
- Demonstrable Experience using ITSM and Reporting Solutions (experience with ServiceNow would be an asset)
- Time Management: Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment
- Strong understanding of basic IS/IT information system, information risk and security guidelines, architecture standards and experience in digital technologies such as Analytics are an asset.
- Excellent understanding of business complexity, interdependencies and partner management
- Excellent English and Spanish communication skills applied with different stakeholders, nationalities and mediums (face-to-face and remote)
- Inspires diverse teams and customer visions
- Able to create & maintain strong relationships to key stakeholders
- Eng