IT Service Management Representative

Project Role : IT Service Management Representative
Project Role Description : Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available.
Must have skills : Service Analytics
Good to have skills : NA
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary As a Senior Data Analyst, you will deliver advanced analytics and reporting for IT service operations. You will build dashboards, develop ServiceNow reports, analyze large datasets, and provide insights that support operational performance and governance. The role requires strong expertise in SQL, Tableau, and the ITSM domain. Roles and Responsibilities • Collect, validate, and analyze data from ServiceNow and other enterprise systems. • Build optimized SQL queries and reusable datasets for reporting and analytics. • Develop Tableau dashboards with advanced visualizations, filters, and data security controls. • Create ServiceNow reports, KPIs, performance dashboards, and operational scorecards. • Work with Databricks, Data Lakes, and relational databases to prepare analytical datasets. • Maintain documentation for KPIs, definitions, standards, and data lineage. • Support governance, compliance, and audit readiness for ITSM analytics. • Collaborate with process owners and stakeholders to define requirements and improve reporting frameworks. Professional and Technical Skills Must Have Skills: • Advanced SQL expertise including complex joins, optimization, and large-scale processing. • Strong Tableau development experience including data blending and parameter controls. • Proficiency in ServiceNow reporting, Performance Analytics, and ITSM data models. • Experience working with Databricks or Data Lake environments. • Strong Excel skills for analysis and automation. Good to Have Skills: • Familiarity with Okta-based reporting access controls. • Experience with data modelling and transformation best practices. • Exposure to ITSM governance frameworks. Additional Information • Requires 8 to 12 years of experience in Data Analytics or ITSM Reporting roles. • This position is based in Bengaluru or Gurugram. • Strong communication and requirements-gathering skills are essential. • A full-time education of 15 years is required.