ITSM Reporting Specialist
Job Summary
Delivering actionable insights and operational reporting, the full-time ITSM Reporting Specialist will manage ServiceNow reporting, performance analytics, and KPI governance while working remotely to support data-driven decision-making across Enterprise Service Management processes.
Key responsibilities
- Design, develop, and maintain ServiceNow reports, dashboards, and performance analytics solutions for IT service performance visibility
- Automate ITSM reporting and KPI frameworks to provide insights on various service performance metrics while minimizing manual reporting efforts
- Analyze service delivery metrics and trends to identify opportunities for continuous improvement and risk mitigation
Required qualifications
- Bachelor's degree in a STEM-related field or equivalent experience, with 3-5+ years in IT Service Management, reporting, or analytics
- Strong experience in developing ServiceNow reports, dashboards, and executive-level reporting solutions
- Working knowledge of ITIL-based ITSM processes and strong analytical skills
- Proven ability to partner with stakeholders across technical and business functions
- Proficiency with reporting and analytics tools such as Excel, Power BI, and ServiceNow Performance Analytics
Complete Job Description
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