Introduction
Estamos buscando una persona que quiera sumarse a un team cuyo objetivo es acompañar la transformación de la unidad y generar valor en la obtención de los objetivos de negocio.
Your role and responsibilities
El rol que se requiere cubrir es de Analista de Datos para el area de Service Excellence con skills en automatización. Sera responsable de:
- Maximizar el attainment de SLAs a través de análisis de Data
- Intervenir en el cálculo de Service Level Agreement (SLA - automatizado)
- Analizar documentación y evidencias de los reportes para conciliar los tiempos aplicables en la medicion de los SLAs.
- Elaborar informes de resultados de SLAs (automatizado)
- Realizar Root Cause Analysis (RCA) de los tickets fuera de SLA
- Identificar e implementar acciones de mejora con objetivo de eficiencia y automatización
- Implementar herramientas cognitivas de IA de IBM y de inteligencia empresarial como Cognos o Power BI, que contribuyan al Journey to IA de la unidad
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Required education
High School Diploma/GED
Preferred education
Associate's Degree/College Diploma
Required technical and professional expertise
- Experiencia 3 años mínimo en la industria de TI.
- Manejo de prioridades y sentido de urgencia.
- Proactivo, Autodidacta, Autogestionable
- Conocimientos de conceptos relacionados a procesos de Service Level Mgmt (SLAS)
- Ganas de querer aprender nuevas herramientas
Preferred technical and professional experience
- Skills de programación con manejo de herramientas como Python, Java, manejo de Bases de Datos y conocimientos de aplicaciones de Business Analyst como IBM Cognos o Power BI
- Procesos ITIL
ABOUT BUSINESS UNIT
IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
OTHER RELEVANT JOB DETAILS
All our positions are eligible for people with disabilities PwD or rehabilitated.