Senior ITSM Operations & Reporting Analyst

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immediate joining

Position Overview

Senior ITSM Operations & Reporting Analyst

Incident Management, data analysis, reporting, and process improvement

Scrum Master responsibilities

Key Responsibilities

IT Operations & Incident Management:

• Analyze IT incident data to uncover patterns, recurring issues, and opportunities for process improvements.
• Monitor and ensure adherence to Service Level Agreements (SLAs), identifying root causes of breaches.
• Improve the quality and consistency of incident resolution documentation for better analysis and decision-making.
• Lead Major Incident Management activities, including coordination and post-incident reviews.
  

🔹 Reporting & Dashboarding (Power BI Focus)

• Design, develop, and maintain interactive dashboards and reports using Power BI and ServiceNow data.
• Translate business and technical needs into effective data models and visualizations.
• Ensure data accuracy and integrity across all reporting outputs.
• Track key ITSM metrics (e.g., MTTR, MTTA, SLA trends) to drive performance improvements.
  

🔹 Scrum Master & Agile Leadership

• Act as Scrum Master for teams focusing on ITSM process improvement and automation.
• Facilitate agile ceremonies including sprint planning, daily stand-ups, reviews, and retrospectives.
• Foster a collaborative and agile team culture.
  

🔹 Continuous Improvement & Innovation

• Identify and implement improvements across Major Incident and Problem Management processes.
• Support automation and efficiency improvements using tools like Jira, Power BI, and ServiceNow.
• Stay proactive in exploring and integrating AI/ML tools into ITSM functions.
• Apply Site Reliability Engineering (SRE) principles to improve service resilience and operational performance.
  

Required Skills & Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• 6+ years of hands-on experience in ITSM operations, with a strong focus on Incident Management.
• Deep knowledge of ServiceNow including reporting and module configuration.
• Advanced proficiency in Power BI including DAX, data modeling, and dashboard creation.
• Experience serving as a Scrum Master, with strong knowledge of Agile frameworks.
• Solid understanding of Jira administration, including workflow and board setup.
• Strong data analysis skills – capable of deriving insights from large data sets.
• Excellent communication and collaboration skills.
  

Preferred Skills

• Experience with Java Full Stack development is a plus.
• Exposure to AI/ML applications in ITSM.
• Familiarity with stream processing or queuing technologies (e.g., Kafka, Pub/Sub).
• Understanding of Site Reliability Engineering (SRE) concepts and application.
  

Education

• Required: Bachelor's Degree (preferably in Computer Science, IT, or a related discipline)
• Preferred: Associate Degree or additional certifications in Agile, ITSM, or data analytics