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SLA and Reporting Administrator is responsible for the maintenance of the PIIRS SLA and Reporting projects. Current projects include the Service Catalog/Offerings project, SLA Standardization and PIIRS SLA Metrics Standardization.  The Service Catalog/Offerings project is defining the services provided by the PIIRS data center and campus support organizations to our internal and external customers.  Services and metrics are being defined and collected into reports, and further consolidated into Service Offerings with their costs.  This project will also contribute to the SLA projects as we start to create service levels for service delivery and performance with our customers.

Day-to-day responsibilities include coordinating and attending meetings with PIIRS support managers and directors to define, revise, collect and improve metrics and metric reporting.  Compiling data collected from PIIRS groups and managing current and historical data from multiple data sources.  Building reporting databases and improving existing data collection processes and tools.  Evaluating service categories and metrics to identify improvements to SLA management.

Education:

• Bachelors degree, or equivalent work experience.

Required Skills:

• 1-3 years experience with databases, and compiling data for reporting.


• Excellent communication, organizational skills and experience with business process analysis. 


• Extensive knowledge of MS Office, especially MS Excel and MS Access. 


• Must have the ability to work independently with multiple teams in different geographic locations. 


• Excellent interpersonal and customer service skills.

Desired Skills:

• Knowledge of MS SQL Server or SQL is a plus. 


• Knowledge of statistics is also a plus.

Thomson Reuters employees take pride in providing our customers around the world with information that is timely, accurate, unbiased and trusted. We have a profound respect for the professions and customers we serve and define our success in terms of their success. Our work environment is dynamic, innovative and entrepreneurial. We have a result-oriented culture that demands excellence, agility, and the desire to move quickly and precisely to seize opportunities. Our environment is both challenging and supportive - we give employees the opportunity to develop their skills and do their best work.

Thomson Reuters values diversity of culture and thought and seeks talented, qualified employees in all its operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age or any other protected classification under country or local law.

Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer.