Matthew Lai

The Service Level Management Analyst is responsible for measuring, monitoring and reporting the overall service health scorecard of the organization’s services. Responsible for performing IT Service Management (ITSM) metrics collection, analysis, and reporting in support of enterprise wide activities. This includes assisting with the development of Key Performance Indicators (KPI) and measure development, data source identification, workflow development, qualitative and quantitative metric analysis, and reporting in a variety of formats. The SLM Analyst also supports enterprise Service Delivery Managers with trend analysis, analyzing service performance metrics; and Service Level Agreement (SLA), Service Level Objective (SLO), Operational Level Agreement (OLA), monitoring and reporting. Additionally, assists with program Quality Assurance auditing and produce timely reports on all aspects of service performance, customer satisfaction and service quality. * Accountable for data strategy and reporting outcomes as ITSM processes are built or modified * Interpret data, analyze results using statistical techniques and provide ongoing reports to all levels from technical staff to executives * Collaborate with internal resources and customers to gather report requirements * Identify, analyze, and interpret trends or patterns in complex data sets * Write and maintain functional and technical documents * Present data in a way that is meaningful and readily accessible to customers * Assist in developing process design, documentation and procedures based on reporting needs

Working with other professionals providing IT services across the Government of Alberta (GoA), this role assists in the development, implementation, administration, and support of the Information Technology Service Management (ITSM) Reporting Environment. As such, the ITSM Reporting Analyst assists with service management projects and provides technical support using my knowledge of the ITSM Data structure, SQL and Business Intelligence tools. This position encompasses IT reporting development, maintenance and support services to our clients and other areas of Enterprise Services, which is the division responsible for providing leadership, direction and expertise in the delivery of information and communications technology (ICT) services for the GoA. Needs to be flexible and knowledgeable in several technical areas as well as project and operational processes in order to incorporate client needs. Creativity is essential in this role to support clients in strategic and operational planning; as such, identifying, evaluating and recommending opportunities to apply existing and/or new information activities to business processes. Knowledge of computer science concepts and methodologies (software, infrastructure, programming, network and mainframe products and systems management) is called upon to set client service standards and provide input into data reporting for new and changing requirements.

- Maintained Service Alberta Financial Consumption Reporting System - Acted of as a main point of contact for technical issues - Interacted frequently with operational teams and vendors across many ministries - Implemented complex SQL scripts and SSIS packages - Taught senior analysts to use Financial Consumption Reporting system - Prepared advanced in-depth impact analysis for services - Maintained SSRS reports and Financial Consumption Database - Built new complex data sources for services - Evaluated and validated data integrity - Monitored Server Alberta Financial Consumption queues - Published detailed UAT/Production Financial Consumption Reports