Reporting & Dashboard Creation: Design, develop, and maintain reports and dashboards within the ServiceNow platform, using tools such as standard reporting, Performance Analytics, and Platform Analytics.
Data-Driven Insights: Analyze IT Service Management (ITSM) and other platform data to identify trends, patterns, and anomalies, providing actionable insights to improve service delivery and efficiency.
KPI Management: Define, configure, and monitor Key Performance Indicators (KPIs) and metrics to measure the health and performance of IT services and business processes.
Process Improvement: Collaborate with process owners and stakeholders to understand their reporting needs and translate them into effective, data-driven solutions that support continual service improvement.
Data Integrity: Ensure the accuracy, consistency, and integrity of data used for reporting and performance analysis within ServiceNow.
User Training & Support: Provide guidance and training to end-users on how to effectively use reports and dashboards, and assist with troubleshooting any reporting issues.
Required Skills & Qualifications
Experience: Proven experience in a reporting or data analysis role, with a strong focus on the ServiceNow platform.
Technical Proficiency:
In-depth knowledge of ServiceNow's reporting and dashboarding capabilities.
Hands-on experience with ServiceNow Performance Analytics is a must.
Strong understanding of the ServiceNow data model, including tables, relationships, and data sources.
Familiarity with ITSM modules (e.g., Incident, Problem, Change, and Service Request Management).
Analytical Skills
Excellent analytical and problem-solving skills, with the ability to interpret complex data and present it clearly.
Strong attention to detail and commitment to data accuracy.
Soft Skills
Excellent communication and presentation skills, with the ability to convey technical findings to a non-technical audience.
Strong collaboration skills and ability to work effectively with cross-functional teams
