ITSM Reporting Analyst

Role and Responsibilities

CAE Flight Operations Solutions is an industry-leading digital platform trusted by the world's top airlines and business aviation companies to optimize their operations. Every year, more than 50 million flights and over 200,000 crew members are supported by CAE's flight operations software backed by a global team and unparalleled expertise.

We offer a comprehensive portfolio of products and a digital ecosystem to address three main markets - Commercial Aviation, Business Aviation and Crew Engagement.

Spanning crew, flight, movement, airport, on-board catering, and cost management, CAE's customizable end-to-end solution improves decision-making by harnessing the power of integrated data and advanced technologies to improve operational performance, profitability, employee satisfaction and passenger experience.

CAE Flight Operations equips aviation professionals with the data needed to make informed decisions and take control of critical tasks.

The ITSM Reporting Analyst is primarily responsible for assisting, measuring, and reporting on performance matters within IT Service Management. Are you ready to:

The role we are offering you:

• Report on Key Performance Indicators (KPIs) across IT Service Management process areas.

• Present their findings to the management team through clear and engaging visual presentations and dashboards

• Support ITSM process areas by assisting with documentation, training materials, or standard operating procedures.

• Collaborate with the ITSM team to develop and implement performance metrics and measurement tools.

• Participate in the development, documentation, maintenance, and auditing of ITSM processes and procedures.

• Provide support and training to users as needed to ensure proper process and/or service execution.

• Analyze and validate process and/or performance metrics against success criteria to ensure effective control of expected deliverables.

• Provide recommendations to process and/or service owners for mitigating performance deficiencies.

• Investigate performance deviations to drive adherence to defined ITSM policies and procedures.

• Advocate compliance with ITSM policies and procedures.

Our ideal candidate has:

• Knowledge and/or familiarity with ServiceNow reporting

• Knowledge and/or familiarity with ServiceNow performance analytics

• Knowledge and/or familiarity of Power BI reporting

• Knowledge and/or familiarity with IT quality assurance,

• Knowledge and/or familiarity with data analytics, configuration management, and incident management.

• Ability to construct dashboards in Power BI and/or ServiceNow

• Familiarity with writing documentation or standard operating procedures

• Willingness to work across process areas for the betterment of the team

• Open to new ideas and willing to take on new responsibilities.

• Ability to handle pressure and can effectively adjust plans to meet changing needs/ demands.

• Appropriately adjusts behavior and activities to changing conditions.

• Maintains a positive attitude in the face of change.

• Must have the aptitude and desire to learn new competencies and skills

CAE offers:

• an environment where your initiatives will be recognized and valued

• the opportunity to travel internationally

• the opportunity to work on a variety of projects on a multidisciplinary team

• the opportunity to represent the organization at external conventions and conferences

• the possibility to work from home occasionally

• flexible schedules

• attractive employee benefits

Come share your passion with us!

At CAE, we equip people in critical roles with the expertise and solutions to create a safer world. As a technology company, we digitalize the physical world, deploying software-based simulation training and critical operations support solutions. Above all else, we empower pilots, cabin crew, airlines, defense and security forces and healthcare practitioners to perform at their best every day and when the stakes are the highest. Around the globe, we're everywhere customers need us to be with more than 13,000 employees in approximately 250 sites and training locations in over 40 countries. CAE represents more than 75 years of industry firsts-the highest-fidelity flight, mission and medical simulators and training programs powered by digital technologies. We embed sustainability in everything we do. Today and tomorrow, we'll make sure our customers are ready for the moments that matter.

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CAE Contacts:

General Media:

Samantha Golinski, Vice President, Public Affairs & Global Communications

1-514-340-7939, ext 7939,

Investor Relations:

Andrew Arnovitz, Senior Vice President, Investor Relations and Enterprise Risk Management, 1-514-734-5760,

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Position Type

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Employment Opportunity

At CAE, everyone is welcome to contribute to our success. With no exception.

As captured in our overarching value "One CAE", we're proud to work as one passionate, boundaryless and inclusive team.

At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age.