Data Analyst - ITSM

Job Summary

A company is looking for a Data Analyst specializing in IT Service Management (ITSM) for a fully remote position.

Key Responsibilities

• Analyze and interpret ITSM data to support operational and strategic reporting needs
• Design, develop, and maintain advanced Power BI dashboards and reports focused on core ITSM processes
• Define and track critical KPIs to identify trends, risks, and opportunities for continuous service improvement

Qualifications

• 5+ years of experience in ITSM analytics, data analysis, or Jira Service Management reporting
• Strong working knowledge of ITIL processes, including Incident, Problem, Change, and Request Management
• Demonstrated expertise in Jira Service Management data structures and reporting capabilities
• Advanced proficiency in Power BI, including data modeling and dashboard design
• Strong SQL skills for extracting, transforming, and analyzing large datasets