Data Analyst - ServiceNow

The role

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.

Who you will work with

• Service Management Team
• Wider IT Team
• Business Users of Custom Applications

What you will be responsible for

• Dashboard and Reporting:
  • Ensure data accuracy, performance, and usability across reporting layers.

• ServiceNow Data Integration and SnowMirror Administration
  • Collaborate on the joint administration of SnowMirror (Data Replication tool) to support the extraction of operational data from ServiceNow, ensuring timely and accurate data availability for reporting and analysis.
  • Work with ServiceNow administrators to ensure alignment of data structures with reporting needs.

• Stakeholder Engagement and Requirements Gathering
  • Work closely with service managers, technical teams, and business stakeholders to understand data requirements and translate them into actionable insights.

• Data Interpretation and Insight Generation
  • Interpret complex datasets to identify trends, anomalies, and opportunities for service improvement.

• Best Practice and Guidance
  • Promote data literacy and foster a culture of evidence-based decision-making within the team.

• Governance and Compliance
  • Ensure data handling complies with internal governance policies and privacy standards.
  • Support the completion of data governance documentation when introducing new datasets or reporting processes.

• Continuous Improvement
  • Stay current with Power BI and ServiceNow capabilities, recommending enhancements where appropriate

What you will do

• Dashboard and Reporting:
  • Design, build, and optimise interactive dashboards and reports using Power BI to visualize operational and service management data.

• Stakeholder Engagement and Requirements Gathering
  • Facilitate workshops and feedback sessions to refine reporting outputs and ensure alignment with business goals.

• Data Interpretation and Insight Generation
  • Present findings in a clear, compelling manner to both technical and non-technical audiences, both visually and verbally

• Best Practice and Guidance
  • Provide mentoring and guidance to team members on data visualization standards, Power BI usage, and analytical techniques.

• Continuous Improvement
  • Monitor dashboard usage and feedback to iterate and improve reporting solutions.Qualifications

Your experience

• 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. Experience in tracking, analysing, and reporting on these metrics to support continuous service improvement, enhance customer satisfaction, and inform strategic decision-making.
• 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.

How we will support you

From your first day with us, you will have varied opportunities to continuously grow and development your skills and knowledge. From formal training, informal coaching and mentoring through to skills-based and technical training and on the job learning