Description

Location: Belfast

Workplace: Hybrid

The opportunity:

An exciting opportunity has arisen for a Quality & Production Report Specialist to join our growing team in our Belfast office.

The Quality & Production Report Specialist will support the Quality, Production Reporting, and Analytics team. This includes supporting objectives across Professional Business Services (PBS) focused on ensuring Baker McKenzie can monitor the service delivery (e.g., quality, productivity, and efficiency) of its functions, services, and global service centers.

Working at Baker McKenzie:

Baker McKenzie is the world’s leading law firm with offices all over the world. Our Belfast Centre is home to over 400 teammates in both legal and professional services such as finance, IT, marketing and business support.

We offer one of the best workplace benefits packages in the business with comprehensive private health cover, income protection, life assurance and a full employee assistance plan. These and a host of other benefits make us one of the most desirable companies to work for in Belfast.

We are committed to promoting inclusion, diversity and equity for all and are confident we can provide a career as individual and as exceptional as you.

The role's main responsibilities include:

  • Support the design, development, implementation, and overall management of PBS reporting standards across all functions, services, and centers, to be consumed by PBS staff, line managers/leaders, and firm leadership
  • Conduct analyses of services to ascertain and identify potential issues, and coordinate the notification of affected functions, services, or centers. Work with the Continuous Improvement and Response - Process & Quality team (CIR - P&Q) supporting root cause corrective action/s or potential enhancement projects

Responsibilities:

  • Implementation and overall management of a multi-dimensional performance measurement system to understand results vs. targets in all PBS service delivery areas
  • Coordinate with key stakeholders and/or teams to ensure all reports and dashboards are implemented based on a common understanding of service reports and analyses
  • Support the engagement with Service Owners (SOs), Center leads, and other stakeholders when service issues and missed Service Level Agreements (SLA) are identified
  • Support the alignment of PBS services across all Service Centers
  • Provide active monitoring support and report on the overall performance of the team
  • Lead or support ad-hoc reporting initiatives that cross functional boundaries within PBS across the Firm

Skills and Experience:

  • Bachelor’s degree (Degree in business, statistics, math, computer science, engineering, or other relevant fields would be preferred)
  • Proven experience in data analytics and reporting. Experience in Back Office, Shared Services, or Third-Party Vendor organizations is required
  • Required experience working with the following: ServiceNow Reports and Performance Analytics, Tableau, Tableau Prep, SharePoint, and Database Management (e.g., SQL scripting, Python), and Power BI
  • Proficient to Expert experience with MS Office, Productivity, Reporting and Visualization (e.g., Tableau, Power BI), and Data Virtualization and Analysis (e.g., Denodo, Python) is preferred
  • Experience working with ServiceNow or similar workflow management technology platforms is preferred
  • Knowledge of data warehousing, ETL process, and data management practices
  • Certification in industry best practices or standards (e.g., COPC, ISO, CMMI, etc.) is a plus
  • Experience in handling change management with a solid understanding of the impacts of process and technology changes on the business
  • Demonstrate stakeholder management skills
  • Ability to leverage available resources and manage the project under pressure to deliver on time
  • Excellent verbal and written English communication skills