IPCR Reporting and Analytics Lead

Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message.  In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application. 

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Technology sets IT strategy; enhances the design, development, and operations of our systems; optimizes the Wells Fargo infrastructure; provides information security; and enables Wells Fargo global customers to have 24 hours a day, 7 days a week banking access through in-branch, online, ATMs, and other channels.

Our mission is to deliver stable, secure, scalable, and innovative services at speeds that delight and satisfy our customers and unleash the skills potential of our employees.

This new position will be responsible for providing senior-level analytical and statistical support to IT Service Operations (ITSO) leadership and process owners. 

We are looking for a candidate with the proven ability to use data analysis methodologies to identify opportunities that increase the efficiency and effectiveness of IT Service Management (ITSM) processes, especially Change, Release, Incident and Problem Management. This role will apply knowledge of industry approaches for ITSM reporting and analytics using the ServiceNow platform to drive increased visibility and continual improvement within and across ITSM processes.

Responsibilities include:

  • Provide insights into causes for performance trends and outliers
  • Plan and conduct data-driven complex analyses of spanning multiple process and product areas
  • Applies knowledge of ITSM to synthesize data to 'form a story' explaining performance and compliance by process, product or team
  • Form senior level consulting partnerships to identify root causes and deliver recommendations for correcting negative trends
  • Influence outcomes through creation and delivery of effective executive-level messaging
  • Recommend strategies for improving the portfolio of ITSO metrics
  • Provide technical expertise in designing best in class key indicators and scorecards
  • Partner with product owners to define requirements for reporting, dashboards and data visualization
  • Evaluate and respond to internal and partner demand for modified, expanded or custom reporting
  • Partner with technology's central reporting group on upkeep of centrally reported metrics
  • Mentor and educate less experienced reporting staff
  • Perform related work as assigned


Required Qualifications

  • 7+ years of technology experience
  • 7+ years of information technology experience
  • 4+ years of operations analysis experience
  • 4+ years of experience using data and analytics to inform and develop risk mitigation strategies
  • 2+ years of experience conducting root cause analysis for data-driven process-related improvements
  • ITIL v3 Foundations Certification



Desired Qualifications

  • Experience managing multiple medium technology development efforts within a major line of business
  • Ability to influence across all organizational levels, particularly senior management
  • Ability to influence across all organizational levels, particularly senior management
  • Knowledge and understanding of analytical methods used to: develop interactive dashboards and scorecards
  • Knowledge and understanding of analytical methods used to: measure and communicate key performance metrics (KPIs)
  • Knowledge and understanding of analytical methods used to: plan, conduct, and direct the analysis of complex business problems
  • Knowledge and understanding of analytical methods used to: review default indicators, identify deteriorating performance and necessary corrective action
  • Ability to identify key issues, involve affected parties, design solutions, obtain buy-in, and communicate effectively through resolution
  • Knowledge and understanding of report analysis: emphasis on accuracy and telling a story with supporting details
  • Experience communicating in both written and verbal formats with senior executive-level leaders
  • 4 + years of experience developing or supporting IT Service Management solutions
  • Ability to manage large or multiple application development efforts in a small to medium size line of business



Job Expectations

  • Ability to travel up to 5% of the time



Street Address

AZ-PHX-Northwest Phoenix: 2222 W Rose Garden Ln - Phoenix, AZ
AZ-Tempe: 1305 W 23rd St - Tempe, AZ
NC-Raleigh: 150 Fayetteville St - Raleigh, NC



Disclaimer

    All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.



    Relevant military experience is considered for veterans and transitioning service men and women.

    Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.



Benefits Summary

Benefits
 

Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.

Company
Wells Fargo
Posted
10/14/2021
Type
Full time
Location
Phoenix, AZ 85003, US
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