Job Role Summary
Participate in generation of KPIs and metrics for Network and Voice Services
Perform Analytics over metrics, and analyze KPI reports and other performance statistics, looking for trends and opportunities to improve NVS Service Delivery
Develop and modify KPI formulas and criteria as required
Chair meetings with management team to discuss KPIs and actions to be taken
Coordinate collection of information from various sources (ITSM, SharePoint, other teams, Tableau, Analytics tools, etc.)
Collaborate with EMIT Operation Center in order to investigate incident / problem / change management trends
Own and support NVS data processes, quality and accuracy
Provide leadership / coordination for internal optimization / service improvement initiatives. Such initiatives may include end-
to-end processes improvements (e.g. change management, problem / incident management, project coordination, Disaster Recovery coordination / standardization, annual upgrades & efficiencies to server infrastructure, automation & tools improvements, workforce stewardship & reporting, planning coordination, etc.
or organizational changes to capture synergistic efficiencies Collaborate with internal and external groups as needed to achieve the targeted improvements.
Expected Level of Proficiency
Strong understanding of NVS processes, Best Practices and R&R
Strong analytical / problem solving skills
Orientation for process improvement and simplification
Advanced Analytics and tools skills (i.e. Network Management, reporting, and data tools)
Ability to query databases and extract data
Interpersonal and team player abilities
Strong communications skills oral and written
General Skills :
Ability to learn new technical environments
Self Starter, strong time management skills
The ExxonMobil Business Support Centre Canada is committed to providing equitable treatment and equal opportunity to all individuals.
In certain situations, ExxonMobil may use your application to consider your suitability for other positions within the Company and may also provide the information to its affiliates, including Imperial Oil and affiliates of Exxon Mobil Corporation, in connection with possible opportunities at those affiliates.