Senior ITSM Reporting and Dashboard Analyst / Developer

We are seeking a senior-level ITSM Reporting & Dashboard Analyst / Developer with expertise in Power BI and ServiceNow reporting to support IT Service Management (ITSM) operations, governance, and the transition from BMC Remedy to ServiceNow ITSM/ITOM. This role will design, develop, and guide the reporting and dashboarding solutions across ITSM processes and governance, including but not limited to Incident, Change, Problem, Work Orders, CMDB. In addition to dashboard development, this role will help define the overall reporting approach, including evaluating when to leverage Power BI versus native ServiceNow reporting and Performance Analytics. The ideal candidate will work closely with ITSM process owners and leadership to define reporting requirements, establish a standardized metrics and KPI library, and determine the appropriate reporting platform strategy. This includes supporting near-term reporting in Power BI (e.g., leveraging Remedy data to define and prototype metrics and dashboards) while preparing for a transition to ServiceNow-based reporting and dashboards in alignment with platform capabilities. This individual will translate operational data into actionable insights and provide recommendations that support decision-making, governance review boards, compliance, and continuous improvement, while ensuring reporting solutions are scalable, accurate, and aligned to long-term ITSM strategy., o Design and develop end-to-end Power BI solutions, including data ingestion, transformation (Power Query/M), and semantic data modeling (star schema) o Build reusable datasets and models, and develop advanced DAX measures (e.g., SLA %, MTTR, aging, time intelligence, rolling trends) o Create interactive dashboards with drill-downs, filters, and role-based views for operational and executive audiences o Integrate data from multiple sources (e.g., ServiceNow, SharePoint, Excel, or others) and optimize performance through efficient modeling and query design, o Develop ServiceNow reports and dashboards across ITSM modules (e.g., incident, change, problem, task, request, CMDB) o Configure Performance Analytics (e.g., indicators, breakdowns, scorecards, widgets) to track trends and process performance o Build reports using advanced filters and logic to reflect lifecycle behavior (e.g., assignment, state, SLA, task relationships) o Leverage platform capabilities (e.g., database views, table relationships) and validate report accuracy against record-level data

ITSM Metrics & Data Modeling *

• Design data models and metrics that reflect how ITSM work actually flows, evolves, and connects across incidents, tasks, SLAs, and related records
• Define and implement KPIs aligned to process performance (e.g., MTTR, MTTA, SLA attainment /breaches, backlog/ aging, reassignment counts, change success, problem lifecycle)
• Engineer metrics to handle real-world conditions (e.g., reopens, SLA pauses/resets, assignment transfers, parent/child relationships) to ensure accuracy
• Establish and maintain a standardized metrics and KPI library (definitions, calculation logic, data sources, ownership, usage) for consistency and governance
• Validate and optimize metrics by enforcing correct aggregations, denominators, and filter context, and support flexible slicing (e.g., group, priority, service, time)

ServiceNow Reporting Development *

• Develop reports and dashboards across ITSM modules (e.g., incident, change, problem, task, request, CMDB, and more)
• Build reporting views that surface key operational insights (e.g., aging/backlog, SLA performance, assignment group performance, reassignment trends, change success/failure, governance intake)
• Apply advanced filtering and logic to reflect lifecycle behavior (e.g., assignment, state transitions, SLA conditions, task relationships)
• Validate accuracy against ServiceNow source data and platform logic to ensure trusted outputs

Power BI Reporting Development *

• Develop advanced Power BI reports using DAX, Power Query/M, and structured data models
• Integrate data from multiple sources (Remedy, ServiceNow, SharePoint, Excel, others) into consistent reporting models
• Create interactive dashboards with drill-down and filtering capabilities, dynamic views
• Optimize performance, usability, and scalability

Governance & Executive Reporting *

• Develop reporting for governance forums (ITSM Governance Review Board, CAB, operational and leadership reviews)
• Deliver insights that highlight performance and risk (aging tickets, SLA breaches, gaps, trends)
• Structure outputs to support both executive summaries and operational drill-downs
• Support governance intake and lifecycle reporting (demand tracking, approvals, status)

Data Analysis & Quality *

• Analyze data to identify trends, anomalies, and improvement opportunities across ITSM
• Identify and resolve data quality issues (missing data, inconsistencies, stale records)
• Document metric definitions, calculations, and report logic in the standardized metrics and KPI library to ensure consistency and traceability
• Partner with process teams to improve reporting data quality

Stakeholder Engagement *

• Gather and refine reporting requirements from process owners and leadership
• Translate needs into clear reporting solutions and dashboards
• Communicate insights to technical and non-technical stakeholders
• Provide data-driven recommendations based on trends, gaps, patterns

Do you have experience in Stakeholder relationship building?, Do you have a Bachelor’s degree?, * Power BI & ServiceNow Reporting Expertise: Strong hands-on experience building dashboards, reports, and performance analytics across Power BI and ServiceNow ITSM modules

• ITSM Metrics & KPI Development: Deep understanding of ITSM processes and ability to define, measure, and translate meaningful metrics into actionable insights
• Stakeholder Engagement & Governance Reporting: Ability to partner with process owners, leadership, and governance team to design and deliver clear, executive-ready reporting, + Bachelor’s degree in IT, Data Analytics, Business, or related field (or equivalent experience)
• 7+ years in reporting, analytics, business intelligence, or ITSM performance reporting
• 5+ years of Power BI development (DAX, Power Query, data modeling)
• 5+ years with ServiceNow reporting across ITSM/ITOM/FSM
• Hands-on experience with ServiceNow Performance Analytics (indicators, breakdowns, scorecards, trending)
• Strong knowledge of ITSM processes and lifecycle (Incident, Change, Problem, Work Orders, Requests, SLA)

Desired

• ServiceNow Certified Implementation Specialist - Platform Analytics (CIS-PA) or equivalent performance analytics experience
• ITIL Foundation certification
• MS Power BI certification (or equivalent expertise)
• Experience supporting executive or governance reporting

Key Skills

• Power BI (DAX, Power Query, data modeling, dashboards)
• ServiceNow reporting and dashboards
• KPI and metrics development
• Data analysis and data validation
• SQL and data integration
• Dashboard design and data storytelling

Success Criteria

• Delivery of accurate, trusted ITSM dashboards and reports
• Improved visibility into ITSM performance and aging work
• Adoption of reporting by leadership and stakeholders
• Clear, actionable insights supporting governance decisions
• Improved data quality and reporting consistency