Description

Develop analytics frameworks within ServiceNow to drive insights into service desk performance and incident management.

This role is on-site.

Responsibilities

• Develop and maintain ServiceNow statistical reports and dashboards to track service desk performance, incident trends, and problem management.
• Analyze service desk data to identify root causes, incident trends, and opportunities for service improvement.
• Categorize, escalate, and resolve incidents while ensuring all issues are addressed within agreed Service Level Agreements (SLAs).
• Translate business challenges into actionable data-driven insights for stakeholders and service managers.
• Leverage AI and machine learning techniques to detect anomalies and build predictive models for incident occurrence.

Required Skills

• 5+ years of experience in data analysis, reporting, and dashboard creation.
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Proficiency in data visualization tools and statistical analysis software.
• Strong understanding of incident management processes and frameworks.
• Experience in incident categorization, documentation, and escalation workflows.
• Ability to conduct in-depth root cause analysis and trend identification.
• Bachelor's degree in Computer Science, Information Technology, Data Science, or a related field.

Preferred Skills

• Familiarity with AI and machine learning applications in IT service management.
• Experience supporting the implementation of agile methodologies for service delivery.

Key Skills

Education

Bachelor's degree