Queries & Reporting Analyst

Warwick

Queries & Reporting Analyst

6 Month Contract (Initial)

Hybrid Working

Warwick

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

We are happy to be recruiting for one of our high-profile utilities clients. They are currently looking for a Reporting Analyst to join them for an initial 6-month contract. However, there may be scope for extension or even a more permanent opportunity.

Job Purpose:

This role is essential to the Reporting and analytics team. Supporting the day-to-day activities of the team and liaise with colleagues making contact with the UK Reporting team.

The key purpose of the role will be to:

First line response to the business regarding reporting requests; triaging the requests into the correct areas of the team / business for Reporting

Ensure that queries are dealt with promptly and efficiently such that we are responsive, reliable and easy to deal with.

Ownership of the team service management tool measure compliance to its utilisation

Lead in the coordination, development and delivery of e-learning and training programmes to aid roll out of new tools, techniques and methods of driving self-serve across the business.

Develop materials and standard documentation within the team and manage on the team SharePoint portal to drive collaborate and sharing of best practice across the business.

Key Accountabilities:

Provide excellent first contact to users and own the end to end resolution of user issues, managing through to resolution, covering the following:

Manage the demand of all inbound queries and triage across Reporting unless 1st fix response cannot be provided

Lead the validation, high level prioritisation and allocation of work to the relevant team

Provide first line response / resolution and guidance in the use of business intelligence reporting tools, managing the expectation of requestors and Reporting Services stakeholders

Utilise the FDRO report inventory to direct colleagues to existing standard reports and where necessary provide basic training in utilising them.

Take ownership of escalations through to resolution

Escalate to Reporting Manager where needed.

Utilising the Service Management tool to manage and record incident reports to resolution.

Ensure a seamless resolution of issues by engaging with Business Services team to maximise first contact resolution.

Provide Users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly.

Manage query life cycle from contact to closure within the defined KPI's.

Analyse and monitor all open queries and determine which require escalation and follow up with respective owners.

Track trends and obtain insights around common user issues to improve overall service experiences.

Provide recommendations for new or existing knowledge articles to be developed which will assist in maximizing first time fix rates and or new reports

Act as a reference point for reporting queries and build knowledge repository to support training of users

Knowledge, Experience and Technical Know How:

Experience in financial and business reporting tools and methodologies Basic understanding of financial reporting and analysis techniques

Basic knowledge of traditional and emerging BI tools and technologies

Excellent customer service and interpersonal skills with demonstrable ability to communicate to all levels and influence colleagues. A swift worker who is able to cope with high volumes of work, completing task within timescale's

Good analytical skills and able to analyses data to identify trends in issues reported and identify areas for improvements.

Experience of the concepts, objectives and life-cycle of Knowledge Management activities

Knowledge of governance and control processes and procedures

Flexible, adaptable and able to learn new concepts quickly

Excellent communication and collaboration skills

Strong focus on detail, documentation development and quality assurance

Experience in service management tools Good knowledge of various social network platforms

Experience in troubleshooting and fixing business issues

Experience in using service management tools - such as ServiceNow or Vivantio

Utilizing the Service Management tool to manage and record incident report to resolution.

Ensure a seamless resolution of issues by engaging with collated resolver team to maximize first contact resolution

Experience of working in a shared service centre desirable but not essential

Knowledge Management tools and best practice

Takes account of new information or changed circumstances and modifies understanding of a problem or situation accordingly Interaction with people - Establishes relationships and maintains contacts with people from a variety of backgrounds

Effective and sensitive communicator in different societies and cultures

Customer Service Techniques

Location:

This is a hybrid working role, with a requirement to work from the clients Warwick office at least 2 days a week.

Working hours:

Standard working hours with some flex where required.

If you feel that this is a role that would suit you then please apply today.

If you do not hear from us within 48 hours of your application, please assume that you have been unsuccessful on this occasion.

Pontoon Solutions are an equal opportunities company