Louise Meats

Senior Itsm Reporting Analyst @Arm

Working with the IT Management teams to ensure the department has a well-understood set of performance measures. Pushing for information-led decisions to optimise teams and organisational performance and efficiency- Collaboration with data owners to understand their requirements and mock-up live dashboards and retrospective reports and scoreboards- Identify trends and anomalies, performing independent analysis to enable teams to understand causation and correlations across data- Developed in-depth knowledge of Service Now. Worked on a team to reinvent the system with a major upgrade – zBoot. The entirety of ServiceNow was rebuilt with a new instance going live for use- Worked to develop and build PA elements, as well as identifying improvements to the back-end to enhance what PA visualisations could be made. I led specifically on the IT need, and now manage that element post-zBoot, continually reviewing & developing the tool as required- Liaised with devops and tower leads to identify needs, feasible improvements/changes, and ultimately the final design. Worked with external companies that provide 1st and 2nd tier support to arm to identify their needs. Developed clear measurable SLAs and provided definitive visuals and dashboards to follow to record performance and adherence to contractual expectations.