Senior ITSM Analyst, Reporting & Analytics

We are seeking a Senior ITSM Analyst, Reporting & Analytics to join our IT Service Management team. This role involves data analysis, reporting, and communication to drive service excellence and operational efficiency.

Requirements

• A degree or equivalent and typically requires 7+ years of relevant experience.
• 3+ years of experience as an ITSM Reporting Analyst or Business Analyst with increasing levels of responsibility.
• Solid understanding of ITIL-based ITSM processes, with practical experience in reporting and process optimization.
• Advanced experience with ServiceNow Reporting and Performance Analytics, including KPI and dashboard creation.
• Strong proficiency in data analysis, including statistical methods and data modeling
• Experience with visualization tools like Tableau, Power BI, or ServiceNow Performance Analytics for building intuitive dashboards and reports.
• Ability to translate complex data into clear, actionable insights for both technical and non-technical audiences.
• Familiarity with ITSM platforms, databases, and scripting languages (e.g., SQL, Python) for data manipulation and automation.
• Experience working in a large-scale ITSM environment
• Certification in ITIL or related ITSM methodologies
• Background in IT service delivery or operations analytics
• Experience with ServiceNow modules beyond ITSM (e.g., CMDB, Service Catalog, ITOM).

Benefits

• Competitive compensation package
• Annual bonus
• Long-term incentive opportunities