Description

Analyze ServiceNow ticket data to identify trends that improve system uptime and reduce client impact from outages.

Responsibilities

• Review ServiceNow Incident, Change, and Problem tickets to identify critical data points and themes.
• Produce weekly, monthly, and quarterly reports regarding system performance and outage trends.
• Communicate identified trends to technical owners to drive process improvements and service enhancements.
• Collaborate with technology teams to integrate data findings into delivery and sustainability workflows.
• Partner with the Governance department to ensure thematic analysis meets all review and compliance requirements.

Required Skills

• 14+ years of professional experience in data analysis or technical operations.
• Expertise in ServiceNow Incident Management.
• Expertise in ServiceNow Change Management.
• Proven ability to perform thematic analysis on large datasets.
• Experience managing complex reporting cycles (weekly, monthly, quarterly).
• Strong communication skills for coordinating remediation plans with technical teams.
• Ability to work with governance and compliance frameworks.

Preferred Skills

• Any Graduate degree.

Key Skills

Education

Any Graduate