Contract Type: W2

Contract Duration: 6 Months, possible extension

Contract to Hire: Possible

Location: Remote - CST

Job Purpose/Role:

Our client is seeking an IT Service Management Data and Reporting Analyst who will be the primary point of contact for the creation and management of reports and metrics measuring KPI/SLA performance across the technical landscape. You will analyze and report on program metrics and data to identify continuous improvement opportunities or corrective actions proactively. This role reports to the head of IT Service Management but supports all technical functions.

Responsibilities:

Responsible to build out a reporting framework using ServiceNow data that serves delivery teams, executives and global partners. This includes

· Develop, maintain and produce operational and strategic reports and dashboards

· Monitor, analyze and report on vendor and internal teams’ performance and SLA compliance

· Routinely validate the accuracy of IT metrics and reporting

· Utilize Performance Analytics to conduct trend analysis and analyze IT performance

· Develop, prioritize and execute a roadmap for ServiceNow Reporting and Analytics

· Partner with IT stakeholders to develop remediation plans to comply with audit findings, and drive issues and risks to closure

· Work closely with process owners and delivery teams to support continuous improvement through data driven analysis

· Lead ideation and requirement specification of reporting and other ITSM capabilities

· Align closely with the global reporting team to ensure global reporting standards are understood and adhered to

· Track and analyze performance, process adherence and compliance against operating targets

· Develop and run periodic and ad-hoc reports in support of IT Operations and core service delivery functions

· Support the design, testing and implementation of ServiceNow projects and enhancements

· Assists in the preparation of presentation materials for management and others

Knowledge/Skills/Abilities:

· Extensive ServiceNow reporting and dashboard experience

· Proficient using ServiceNow Performance Analytics

· Strong customer centric orientation with the ability to work effectively with diverse teams

· A strong understanding of ITSM processes Incident, Problem, Change, Request

· Excellent communication skills both written and verbal

· Passion for improving and simplifying processes to maximize value

· Ability to translate technical specifications into business requirements and vice-versa

· Ability to coordinate cross-functional teams toward task completion

· Thorough attention to details, ability to multitask, and effective time management skills

· Proficiency with Excel, SQL or industry standard reporting tools

· Self-starter with strong technical skills and ability to learn new technologies quickly

· Must be comfortable working in a fast-paced environment

Education and Experience:

· Bachelor’s degree in Information Systems or related field or equivalent work experience

· 4+ years of ServiceNow reporting and analytics experience

· 3+ years of IT Service Management

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