Senior ITSM Analyst, Reporting & Analytics

We are seeking a highly analytical and collaborative Senior ITSM Analyst, Reporting & Analytics to join our IT Service Management (ITSM) team. This role involves a blend of technical data analysis skills, an understanding of ITSM principles and practices, and strong communication abilities to translate data into actionable insights that drive service excellence and operational efficiency.

Requirements

• Analyzing data from ITSM systems (like ServiceNow) to identify trends, patterns, and areas for improvement in IT service delivery.
• Developing and maintaining reports and dashboards that provide clear, concise insights into IT service performance metrics.
• Tracking key performance indicators (KPIs) to monitor service health and identify areas needing attention.
• Identifying recurring issues or trends in ITSM processes to address root causes and improve overall service stability.
• Providing recommendations to stakeholders based on data analysis to improve service delivery, optimize processes, and enhance user experience.
• Working with various stakeholders to understand their needs, communicate findings, and ensure data-driven decision-making is implemented effectively.
• Contributing to the development and maintenance of data governance frameworks to ensure data quality, consistency, and accuracy.
• Participating in continuous improvement initiatives to refine reporting processes, enhance data quality, and improve the overall effectiveness of data-driven ITSM.

Benefits

• Competitive compensation package
• Annual bonus or long-term incentive opportunities