IT Service Management Reporting Analyst

• End-to-end accountability, working in conjunction with key stakeholders, for developing and creating strategic ITSM reporting, including ServiceNow on-platform reports and dashboards using Performance / Platform Analytics and dashboards
• Working with customers and stakeholders to identify, inventory, assess, rationalize, and prioritize reporting needs and requests
• Design, develop, and implement timely and accurate data/reports using on-platform ServiceNow reports/dashboards, Grafana, and Tableau
• Develop and implement centrally published reports and dashboards for key ITSM key indicators and metrics that meet the enterprise needs for all business sectors
• Gather critical KPIs and build core operational dashboards to help teams drive operational rigor and manage performance
• Partner with customers and stakeholders to ensure standardized utilization of the reporting capabilities within the ServiceNow Platform
• Develop guidelines, processes, and best-practices to ensure consistent usage of data elements and elimination of redundant reporting within the platform
• Create and review reports for platform performance optimization
• Create 'best practices' documentation for end-users on how to minimize negative platform performance when creating reports and dashboards
• Develop reports and dashboards based on requirements gathered, partnering with stakeholders to deliver as well as train on report development to enable self-sufficiency
• Enforce and follow all company policies and procedures to ensure data integrity
• Work with partner teams to consolidate enterprise-wide reporting requirements that require custom solutions outside of on-platform reporting
• Maintain authoritative standards procedures and control objectives
• ensure audit readiness

• Minimum of 5 years of experience creating ITSM reports and dashboards using the ServiceNow platform, Grafana, and Tableau
• Deep working knowledge of ITIL v4 – Foundation required
• Managing Professional preferred
• Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design
• Conversant across infrastructure, applications, and cloud technologies
• Outstanding written, verbal, and non-verbal communication
• proven influencer who adapts rapidly to different audiences
• Lean Six Sigma/Black Belt advantageous

Lean Six Sigma/Black Belt advantageous