Description

Manage reporting, dashboards, and data analysis within the ServiceNow platform to support ITSM service delivery.

Responsibilities

• Develop and maintain ServiceNow reports and dashboards to provide actionable insights into ITSM performance.
• Analyze ITSM data to identify trends, patterns, and anomalies to improve service efficiency.
• Gather requirements from stakeholders to design reports aligned with business KPIs.
• Prepare Monthly Management Reports (MMR) and daily reports on Incident, Change, Problem, and SLA status.
• Monitor queues and assign incidents to engineers based on skill sets to prevent SLA breaches.

Required Skills

• 5+ years of experience in data analysis, business intelligence, or data warehousing.
• Strong proficiency in the ServiceNow platform, specifically reporting and dashboarding capabilities.
• Experience analyzing complex datasets and translating them into meaningful reports.
• Working knowledge of cloud platforms including AWS, Azure, or GCP.
• Ability to manage incident categorization and escalation matrices.
• Strong problem-solving skills to identify and resolve reporting issues.
• Effective communication skills for presenting data insights to stakeholders.

Preferred Skills

• Any Graduate degree.

Key Skills

Education

Any Graduate