Data Analyst - ServiceNow (10+ Years experience Required)

The Enterprise Service Management team are collaborating with all business functions to leverage best practice, shared services and technology platforms. We are implementing ServiceNow as our enterprise service management solution to standardise processes and drive efficiency across all areas. Reporting to the Data Centre of Excellence Senior Service Manager, this role will focus on transforming operational data into actionable insights that drive service excellence and make a significant impact on how we deliver services across the firm.

Requirements

• Power BI Expertise: Proven experience designing and maintaining complex Power BI dashboards and reports, including data modelling, DAX, and performance optimization for operational reporting, ideally in service management context.
• ETL Processes: Hands-on experience with Extract, Transform, Load (ETL) processes, including designing, implementing, and optimising data pipelines to ensure accurate and timely data integration from multiple sources.
• ServiceNow and SnowMirror Integration: Hands-on experience working with ServiceNow data structures and administering SnowMirror or similar replication tools to support reliable data extraction for analytics.
• Enterprise Service Management Knowledge: Familiarity with ITIL processes and enterprise service management.
• Stakeholder Collaboration: Demonstrated ability to engage with cross-functional stakeholders to gather requirements, translate business needs into technical solutions, and present insights effectively.
• Data Interpretation and Insight Generation: Strong analytical skills with experience interpreting large datasets to identify trends, anomalies, and actionable insights that drive service improvement.
• Governance and Compliance Awareness: Understanding of data governance principles, including privacy, security, and compliance standards relevant to operational reporting.
• Service Metrics: Demonstrable experience in designing, implementing, and refining commercially focused service metrics that align with organisational objectives and drive business value. Ability to work with stakeholders to define key performance indicators (KPIs) and service level agreements (SLAs), ensuring metrics are actionable, measurable, and relevant to both operational and commercial outcomes.
• Continuous Improvement Mindset: Track record of iterating on reporting solutions based on user feedback and staying current with evolving tools and technologies in the data analytics space.

Benefits

• Competitive salary
• Benefits package
• Opportunities for growth and development
• Inclusive and supportive work environment