ITSM Reporting Specialist

• Design, develop, and maintain ServiceNow reports, dashboards, scorecards, and Performance Analytics solutions
• Develop and automate ITSM reporting and KPI frameworks
• Deliver actionable insights on 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
• Establish and uphold reporting governance, dashboard standards, visualization best practices, and data consistency requirements
• Partner with ITSM Process Owners, ServiceNow Platform teams, CMDB teams, and project stakeholders
• Define reporting requirements and success measures
• Resolve data quality issues affecting reporting accuracy and decision-making

• Bachelor's degree in a STEM-related field or equivalent experience
• 3-5+ years of experience in IT Service Management, reporting, analytics, ServiceNow administration, or a related discipline
• Strong hands-on experience developing ServiceNow reports, dashboards, scorecards, performance metrics, and executive-level reporting solutions
• Working knowledge of ITIL-based ITSM processes, including Incident, Problem, Change, Request, Knowledge, and Configuration Management
• Strong analytical and problem-solving skills
• Ability to partner with stakeholders across technical and business functions
• Strong communication, requirements gathering, and stakeholder management capabilities
• Proficiency with Excel, Power BI, and ServiceNow Performance Analytics
• Ability to translate service data into actionable business insights

• Health care program
• Paid time off
• Remote work arrangement for eligible roles
• Flexible working arrangements
• Career development and hiring-from-within opportunities
• Culture of belonging