Job
Description
The opportunity
EYs global enterprise technology group provides various enabling services (ERP, infrastructure, platforms, service desk) to assist over 300K employees in creating and delivering solutions and services to Fortune 500, privately held and government-like entities. The Service Management (SM) Reporting Lead is responsible for overseeing the compilation of metrics used to analyze the controls processes within Information Technology (IT). The role acts as a primary interface with the highest level of management within IT Operations to drive the design, development, analysis and distribution of SMs mandated reporting to manage its key processes and procedures. The role additionally directs the SM Reporting Specialist to identify appropriate analytics and metrics that captures results and recommendations from such reporting. The role works with business leadership to identify Key Performance Indicators (KPIs) to identify trends and exceptions to standard procedures and, as such, has a strong working knowledge of ITs processes and procedures. The role is expected to be viewed as a senior thought leader that recommends best practices in determining appropriate KPIs for analysis and proposes ways to utilize reporting to systematically identify out of compliance situations based on metrics. Your key responsibilities
Lead the development related to database design, data modeling, and data quality management. This includes normalizing and reconciling data from various sources to ensure accuracy. Leadership for the CMDB design. Requires advanced skills in CMDB data modelling, CSDM, and deep knowledge of ITSM and ITOM applications. Lead the development and implementation of metrics and reporting strategies to support Service Management objectives. Utilize PowerBI, Power Apps, and Power Automate to create insightful dashboards and reports that drive data-driven decision-making. Analyze ITSM data across all modules to identify trends, patterns, and areas for improvement. Ensure that reporting solutions are effectively hosted in Azure cloud, leveraging Azure concepts and best practices. Manage relationships with vendors to ensure the delivery of high-quality reporting solutions and services. Collaborate with cross-functional teams to understand business needs and translate them into effective reporting solutions. Stay updated on industry trends and best practices in reporting, data analytics, and ITSM. Manages SM Reporting Specialist as assigned. Defines and manages staff objectives, coaching them for success and guiding, as needed, for improvement.
Skills and attributes for success
This individual should possess a combination of technical skills, analytical abilities, and leadership attributes To qualify for the role you must have
16+ years of experience in any reporting and analytics functions/roles with exposure to Enterprise IT, Service Management related metrics and analysis. Bachelors degree in computer science, Information Technology, Data Analytics, or a related field. Resources must have a deep understanding of Configuration Management Database (CMDB) concepts, including Configuration Items (CIs), CI classes, and relationships. Expertise in the Common Service Data Model (CSDM) is also critical for building a standardized, business-aligned CMDB A strong understanding of the core ServiceNow platform is essential. Team members should be proficient in platform capabilities and navigating the user interface. Proven experience in reporting and data analytics is critical. Experience with the ServiceNow ITOM suite is crucial, as it provides the foundation for populating the CMDB. Resources must have a deep understanding of Configuration Management Database (CMDB) concepts, including Configuration Items (CIs), CI classes, and relationships. Expertise in the Common Service Data Model (CSDM) is also critical for building a standardized, business-aligned CMDB. Proficiency in PowerBI, Power Apps, Power Automate, Datamart Solid understanding of Azure cloud concepts and services. Strong analytical and problem-solving skills, with a focus on delivering solutions that meet business needs.
Ideally, youll also have
Relevant experience in discovery, event management and Service mapping. Relevant experience and/ or certifications in PowerBI, Azure, or ITSM. Experience in a similar role within a service management or IT environment. Excellent English language skills (verbal and written), Excellent communication, collaboration and basic project management skills Good presentation skills with ability to present material clearly and concisely Excellent awareness of different cultures and working practices across the regions Proven experience in working in, and basic management of, diverse and geographically dispersed teams
What we offer
As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Heres a snapshot of what we offer Continuous learning: Youll develop the mindset and skills to navigate whatever comes next. Success as defined by you Well provide the tools and flexibility, so you can make a meaningful impact, your way. Transformative leadership Well give you the insights, coaching and confidence to be the leader the world needs. Diverse and inclusive culture: Youll be embraced for who you are and empowered to use your voice to help others find theirs.
EY | Building a better working world
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.
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