Lead Administrator (Support &Operations)

Job Summary

The MIS Analyst for the Wacker Account is responsible for end‑to‑end service reporting, KPI/SLA tracking, and executive dashboards across Service Desk and Infrastructure services.\r\n The role ensures data accuracy, governance readiness, and actionable insights for account leadership and Wacker stakeholders.\r\n This position plays a critical role in Monthly Reviews, Bi‑Monthly Governance, CSAT tracking, and audit readiness.

Key Responsibilities

Key Responsibilities\r\n1. MIS & Service Reporting (Core)\r\n\r\n Own daily / weekly / monthly MIS reports for the Wacker account (SD, EUC, Infra).\r\n Prepare MBR, QBR, and governance‑ready dashboards.\r\n Track and publish SLA, KPI, backlog, aging, volume, and trend analysis.\r\n Ensure single source of truth across Service Now, operational trackers, and management decks.\r\n Maintain historical performance data for audit and contract reporting. INC and MIS JD | Word\r\n\r\n\r\n2. Service Now & Data Management\r\n\r\n Extract, validate, and reconcile data from Service Now.\r\n Monitor data quality issues (incorrect categorization, missing fields, SLA misalignment).\r\n Support CMDB / ticket hygiene governance in coordination with ops leads.\r\n Automate recurring reports to minimize manual effort. INC and MIS JD | Word\r\n\r\n\r\n3. Executive & Client‑Facing Communication\r\n\r\n Produce concise executive summaries for:\r\n\r\n Monthly / Bi‑Monthly Wacker reviews\r\nSLA & quality deep dives\r\nCSAT action tracking\r\n\r\n\r\n Support ad‑hoc data requests from Account Leadership and Client IT.\r\n Translate raw data into clear narratives (highlights, lowlights, risks).

Skill Requirements

Technical / Functional\r\n\r\n Strong hands‑on experience with:\r\n\r\n Service Now reporting\r\n Advanced Excel (pivot, formulas, macros preferred)\r\n Power BI / dashboards\r\n\r\n\r\n Strong understanding of:\r\n\r\nITIL processes (Incident, Problem, SLA management)\r\nIT Service Delivery metrics\r\n\r\n\r\n\r\n Behavioral\r\n\r\n Strong attention to detail and data accuracy\r\n Ability to work with senior stakeholders\r\n Structured thinking and executive‑level communication\r\n Ability to work under tight governance timelines

Other Requirements

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