ServiceNow Reporting Analyst

ITSM Reporting Analyst ServiceNow & Power BI

Job Summary:

ITSM Reporting Analyst

Key Responsibilities:

ITSM Reporting & Dashboard Development:

• Develop and maintain ServiceNow dashboards

  using

  Performance Analytics, Reports, and Indicators

  .
• Create

  Power BI reports

  to visualize ITSM KPIs, trends, and operational insights.
• Design dashboards to track

  incident management, change requests, problem resolution, SLA compliance, and service availability

  .
• Extract and transform

  ITSM data from ServiceNow

  , integrating it with Power BI for advanced analytics.
• Implement

  automated reporting solutions

  for real-time service performance tracking.

Data Analysis & ITSM Insights:

• Analyze

  IT service trends, ticket volumes, resolution times, and service health metrics

  .
• Provide insights on

  MTTR (Mean Time to Resolve), MTTF (Mean Time to Failure), SLA breaches, and recurring incidents

  .
• Support IT teams with

  ad-hoc reports and trend analysis

  for proactive service improvements.
• Collaborate with stakeholders to define

  key performance indicators (KPIs) and reporting requirements

  .

ServiceNow & Power BI Integration:

• Develop

  data connectors and integrations

  between

  ServiceNow and Power BI

  .
• Optimize

  ServiceNow data extraction using REST APIs, OData, or database queries

  .
• Ensure

  data accuracy, consistency, and security

  across reporting platforms.
• Work with IT teams to

  enhance ServiceNow data structures and reporting capabilities

  .

Process Improvement & Governance:

• Standardize ITSM reporting

  aligned with ITIL best practices and IT governance frameworks

  .
• Monitor and improve

  reporting efficiency, accuracy, and automation

  .
• Ensure

  compliance with IT policies, security guidelines, and regulatory standards

  .
• Drive

  continuous improvement initiatives

  to enhance ITSM reporting maturity.

Collaboration & Stakeholder Engagement:

• Work closely with

  Service Desk, IT Operations, Change Management, and IT Leadership teams

  .
• Train IT teams and end-users on

  interpreting and utilizing ITSM dashboards and reports

  .
• Partner with business and technical teams to ensure reporting meets operational needs.
• Provide

  monthly, quarterly, and ad-hoc service performance reports

  to executives.

Required Skills & Qualifications:

• Bachelor’s degree in Computer Science, IT, Business Analytics, or a related field.

• 3+ years of experience in ITSM reporting, ServiceNow Performance Analytics, and Power BI.

• Hands-on experience with

  ServiceNow Reporting, Dashboards, and Performance Analytics

  .
• Strong knowledge of

  Power BI, DAX, SQL, and data modeling

  .
• Experience with

  ServiceNow ITSM modules (Incident, Problem, Change, Request, CMDB, etc.)

  .
• Understanding of

  ITIL framework and IT service management best practices

  .
• Strong analytical skills and ability to translate data into actionable insights.
• Excellent communication and stakeholder management skills.

Preferred Qualifications:

• ServiceNow Performance Analytics Certification

  or

  Power BI Certification

  .
• Experience with

  ServiceNow APIs, OData, and integrations with Power BI

  .
• Familiarity with

  data visualization best practices and UX design for reporting

  .
• Experience in

  automating ITSM reports using scripting, workflows, or RPA tools

  .