ITSM Reporting Specialist
New
D
DanaherIT service management
Source API remote eligibility restrictions: Poland; this position is eligible for a remote work arrangement in which you can work remotely from your home.Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3-5+ years of experience in IT Service Management, reporting, analytics, ServiceNow administration, or a related discipline.
- Required Skills
- PythonSQLMicrosoft Power BIMicrosoft Excel
Requirements
- Hold a bachelor's degree in a STEM-related field or have equivalent experience.
- Have 3-5+ years of experience in IT Service Management, reporting, analytics, ServiceNow administration, or a related discipline.
- Bring hands-on experience developing ServiceNow reports, dashboards, scorecards, performance metrics, and executive-level reporting solutions.
- Have working knowledge of ITIL-based Incident, Problem, Change, Request, Knowledge, and Configuration Management processes.
- Demonstrate analytical and problem-solving skills.
- Have experience partnering with stakeholders across technical and business functions, including requirements gathering and stakeholder management.
- Be proficient with Excel, Power BI, and ServiceNow Performance Analytics.
- Be able to translate service data into actionable business insights.
- ServiceNow CSA, CIS-ITSM, or ITIL Foundation certification is a plus.
- CMDB/CSDM reporting, service data models, and ServiceNow Performance Analytics configuration experience are a plus.
- Enterprise-scale ServiceNow experience and familiarity with SQL, Python, or similar advanced analytics platforms are a plus.
Responsibilities
- Design, develop, and maintain ServiceNow reports, dashboards, scorecards, and Performance Analytics solutions.
- Develop and automate ITSM reporting and KPI frameworks across incident, problem, change, request, knowledge, CMDB, asset, and service catalog performance.
- Analyze service delivery metrics and trends, including ticket volume, backlog, aging, MTTR, change success rates, problem trends, knowledge adoption, and service request performance.
- Identify opportunities for continuous improvement and risk mitigation through analysis of service delivery metrics.
- Establish reporting governance, dashboard standards, visualization best practices, and data consistency requirements.
- Partner with ITSM Process Owners, ServiceNow Platform teams, CMDB teams, and project stakeholders to define reporting requirements and success measures.
- Resolve data quality issues that affect reporting accuracy and decision-making.
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