NOC Reporting Analyst

Location: Tampa, FL
Reports to: Service Transition and Reliability Manager

Position Description
The NOC Reporting Analyst is responsible for the daily, weekly, monthly and quarterly creation and distribution of reports.  These reports are to be distributed externally to our customer base and internally for review.  The NOC Reporting Analyst is responsible for making sure the data provided in the reports is accurate and sent to the customer in a timely fashion.  These reports are a key deliverable in the services provided to our customers. 

In addition to the creation of our standard report sets, the job duties also include creating custom queries at the customer’s request.  The NOC Reporting Analyst is responsible for working directly with customer contacts to collect information about their request, create the appropriate queries to generate the data requested by the customer, and provide this information in a timely fashion.  Additional duties include the creation and development of sample reports to assist the sales team in pre-sales activities.

Position Requirements

Duties/Responsibilities:

• Produce and distribute real-time, daily, weekly, monthly and quarterly Network Management reports.
• Utilize data derived from network management systems to track and trend customer environment levels.
• Develop new customer report templates and examples as service offerings are created or updated.
• Develop and customize Monthly and Quarterly Service Reports.
• Administer the setup and distribution of daily and weekly customer reports.
• Administer and maintain the platforms created to produce customer reports.
• Customize report templates as needed to meet customer network/environment situations and requests.
• Develop and maintain custom report requests within Network Management Platforms.
• Assist with the maintenance and updating of Network Management platforms as needed.
• Monitor ticket closeout information provided by technicians and engineers to ensure data reported is accurate.
• Assist with the development of new reporting methodologies.
• Maintain all report related documentation and processes.
• Report against all customer documented Service Level Agreements and Service Level Objectives to ensure customer deliverables are met.
• Publish customer reports to the NOC customer portal or distribute via email to customer contacts.
• Respond to customer requests through the NOC and work directly with customer contacts to ensure all requests are met in a timely fashion.
• Assist Principle Engineers with data collection and research.
• Document all changes made and work performed within the Metrix Ticketing system.
• Notify Tools Admin of any data collection concerns/issues.
• Other duties as assigned.

Requirements:

• Familiarity of SNMP and WMI management protocols
• Minimum 3 years of applicable industry experience
• Knowledge of data and / or voice transport technologies, topologies, standards and infrastructure is required.
• Certification (CCNA or equivalent) on products or technology is desirable
• Excellent customer service and relations skills are required
• Excellent oral and written communication skills
• Excellent research skills
• Strong Organizational skills
• Knowledge of Microsoft Office computer applications (Outlook, Word and Excel a must) required.
• Experience using project tracking, trouble-ticketing and service management systems
• Basic MS Access query skills desirable
• Experience with other Reporting Software is desirable.

Education: Associate Degree Preferred or equivalent experience

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VITAL Network Services, Inc. is an equal opportunity employer.