1. Purpose of Position

The RLT Hypercare Reporting Intern supports the go-live stabilization period by producing clear, accurate, and timely reporting on Hypercare activity—issues, trends, resolution progress, and reporting readiness. This role focuses on Power BI-supported dashboards, tracker hygiene, and daily/weekly summaries that help Hypercare leads and stakeholders make fast decisions while operations stabilize. RLT reporting is expected to evolve in phases post go-live, with ongoing refinement and interim needs as data quality and integrations stabilize.

1. Position Relationships

Interns will work closely with IT, functional SMEs, and the Change Network to help users navigate early challenges, follow defined support paths, and maintain momentum during go-live.

Internal

External

• Business Product Owners
• IT SMEs
• Change Network Champions

• Enterprise solution partners

1. Key Responsibilities

Hypercare Reporting & Dashboard Support (Power BI Desired)

• Support development and updates of Hypercare dashboards and reporting views, including tracking progress and surfacing trends (e.g., recurring topics, aging items, functional hot spots).
• Help ensure reporting outputs align with stakeholder needs as Power BI and RLT reporting mature in phases.
• Maintain consistent definitions for issue categories and statuses so reporting remains comparable day-to-day. (Recommended practice; not explicitly defined in sources.)

Tracker Hygiene, Data Quality, and Operational Metrics

• Maintain and update the Hypercare tracker(s) with high accuracy: issue titles, owners, due dates, status, notes, and resolution summaries.
• Support process consistency across intake and tracking tools referenced in Hypercare operations (e.g., “Issue Received Tracker,” “Service now,” “ADO,” “Change Request”).
• Produce a clean daily snapshot suitable for standups/triage: what changed, what’s blocked, what needs escalation. (Recommended practice; supported by the presence of daily triage/issue tracking but not a prescribed format in sources.)

Daily/Weekly Executive Summaries (Decision-Ready)

• Draft concise daily Hypercare rollups and weekly summaries for Hypercare leadership: highlights, top themes, closed vs. open movement, and key risks.
• Support communications that reference common user pain points and resolutions (e.g., dashboards/filters visibility requests and references to Power BI reports).

Enterprise Reports Triage Support

• Track and summarize inbound “enterprise report” requests and status, supporting formal triage of late additions and confirmation that lists are final (as directed by leadership).
• Maintain a record of report requests/decisions so stakeholders can confirm what is in-scope vs. deferred.

Knowledge Base & FAQ Contributions (Reporting-Focused)

• Capture patterns and draft updates for FAQs/job aids when reporting-related topics recur (e.g., visibility, filters, and where to access reporting—including Power BI references).
• Help link users to appropriate guidance and “how it works today” notes while reporting transitions in phases.

Hypercare Support & Issue Management

• Serve as a first point of contact for RLT-related questions and issues during Hypercare support hours.
• Log user-reported issues accurately in the designated tracking tools, ensuring completeness and clarity.
• Classify issues by type, severity, and functional area to support effective triage.
• Route issues to the appropriate Hypercare leads or functional teams following established escalation paths.

Deliverables (What “Good” Looks Like)

• Daily Hypercare reporting snapshot (issues movement, aging, blockers, escalations).
• Clean, accurate tracker updates with owners and due dates maintained.
• Weekly trend summary (top categories, recurring themes, reporting-related requests).
• “Enterprise reports” request log and triage-ready status.

1. Required Qualifications

• Currently enrolled in or recently graduated from a program in Information Systems, Business Analytics, Data/Statistics, Industrial Engineering, or related field.
• Strong Excel skills (sorting, filters, pivoting; comfort working with structured trackers).
• Excellent attention to detail and data quality discipline.
• Strong written communication skills—able to convert raw issue notes into crisp summaries.

1. Preferred Qualifications

• Exposure to enterprise systems (Salesforce, ERP, billing, project management, or analytics platforms).
• Power BI familiarity (building or updating dashboards, basic DAX understanding preferred).
• Familiarity with issue tracking workflows and tools (e.g., ADO and ticket intake concepts).
• Exposure to enterprise reporting concepts (KPIs, operational dashboards, report request intake/triage).

1. Key Skills & Attributes

• Highly organized; able to manage multiple updates and deadlines in a fast cadence environment.
• Comfortable working with ambiguity and evolving definitions during go-live stabilization.
• Strong judgment about what’s “signal vs. noise” in reporting. (Recommended practice.)

1. Learning Opportunities

• Hands-on exposure to a large-scale enterprise system go-live.
• “Intern will help the team track and communicate reporting improvements as RLT transitions to phased Power BI-based reporting.
• Opportunity to collaborate with IT, business, and change leadership during a critical transformation phase.