Role Description

Role Objectives

• Measure, analyze, and help address performance issues related to established key metrics.
• Conduct daily review of incidents and problems to assess data quality and compliance with published polices, standards, procedures, and Job Aids.
• Daily follow up with data stewards to address outstanding data quality issues.
• Escalation to managers to address data quality issues are not addressed in a timely manner.
• Create documentation and knowledgebase articles to support improved process data quality.
• Produce and publish weekly reporting to measure and track data quality trends and issues.
• Evaluate and propose solutions to address data quality issues in the Service Now platform related to governed processes.
• Advise and support incident and problem role holders across IT to ensure accuracy and completeness of data in governed process.
• Engage owners of process dependent data, such as HR and Asset Management, to provide data quality feedback and assist with improvement of dependent data.
• Lead periodic meetings with stakeholders to communicate data quality issues and trends.
• Provide training to data users and data producers to ensure that all data governance standards are met on an ongoing basis.
• Research and develop processes to enhance data quality reporting and controls.
• Support adoption and implementation of data governance policies.
• Escalate data issues as necessary; ensure issues are addressed, understood, and closed.
• Support audit requests, as needed.

Qualifications and Skills

• Required: 3-5 years of ITIL experience.
• Required: 3-5 years professional experience in process and data governance.
• Required: High School education or Equivalent. Prefer: BA/BS (Or equivalent experience)
• Solid knowledge of Service Now is preferred. Specifically with reporting, incident, problem, change, request, and knowledge management.
• Experience working with dynamic data in a production IT environment.
• Comfortable performing follow up activities with data stewards and escalating issues to management, when necessary.
• Knowledge of data governance methodology and experience how to address data quality exceptions.
• Experience reviewing and implementing data controls. Experience measuring and assessing data quality to identify and remediate data quality issues.
• Solid MS Excel and Power Point skills.
• Solid writing and communication skills.
• Able to work across multiple sources, synthesize results and present detailed validations.
• Meticulous attention to detail and demonstrated ability to produce high quality, accurate work consistently.

Additional Requirements