Business Analytics Lead (ServiceNow)

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Business Analytics Lead within PNC’s Technology organization, you will be based in Pittsburgh, PA, Cleveland, OH, Birmingham, AL, Dallas, TX or Denver, CO.

The ServiceNow IT Asset Management (ITAM) & CMDB Business Analytics Lead is responsible for driving the governance, quality, analytics, and continuous improvement of IT asset and configuration data. This role serves as the strategic liaison between technology, operations, asset management, architecture, and business stakeholders to ensure accurate, reliable, and actionable data across the IT ecosystem.

Key Responsibilities:

• Lead CMDB and ITAM data governance initiatives to ensure data quality, integrity, compliance, and operational effectiveness.

• Develop and maintain executive dashboards, KPIs, scorecards, and performance analytics related to asset management, CMDB health, discovery coverage, and service mapping.

• Partner with asset owners, configuration item (CI) owners, infrastructure teams, procurement, risk, and enterprise architecture to improve data quality and lifecycle management processes.

• Analyze trends, identify risks, and provide actionable insights that improve asset visibility, compliance, service reliability, and operational efficiency.

• Support CMDB certification, audit readiness, reconciliation activities, and compliance requirements through ongoing monitoring and remediation efforts.

• Drive adoption of CMDB, CSDM, Discovery, Service Mapping, Hardware Asset Management (HAM), and Software Asset Management (SAM) capabilities.

• Translate complex technical data into meaningful business insights and executive-level reporting to support strategic decision-making.

• Identify automation and process improvement opportunities that enhance data accuracy, reduce manual effort, and increase operational maturity, * Leads the analytics processes across multiple functions or business units leveraging an array of complex analytical tools to create data driven solutions. Serves as mentor to more junior employees.
• Consults with clients and mentors consultants on tool and strategy implementation and monitoring, statistical scoring, business intelligence, data quality, and analytical product / solution development.
• Determining the optimal analytic approach and supporting development, implementation and enhancements.
• Assists peers with guidance on analytic approaches related to more complex solutions.
• Conceptualizing, developing and continuously optimizing analytical solutions for business leadership to enable data driven decision making.
• Analyze results and make recommendations for key business partners and senior management or communicate conclusions from complex analytical solutions to a wide range of audiences.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC’s Enterprise Risk Management Framework.

• Experience with IT Asset Management, CMDB, ITSM, ITOM, ServiceNow, and CSDM frameworks.

• Strong analytical, reporting, and data governance skills.

• Experience developing KPIs, dashboards, and executive-level reporting.

• Ability to lead cross-functional initiatives and influence stakeholders across technology and business organizations.

• Knowledge of ITIL practices, asset lifecycle management, discovery, service mapping, and compliance controls., Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Analytical Thinking, Business Intelligence (BI), Concept Development, Data Analytics, Data-Driven Decision Making, Data Integration, Leadership, Market Research, Performance Metrics, Qualitative Research, ServiceNow Platform, Strategic Planning

Competencies

Analytical Thinking, Business Acumen, Business Analytics, Consulting, Decision Making and Critical Thinking, Effective Communications, Emerging Technologies

Work Experience

Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. Specific certifications are often required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.

In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com .