Enterprise Performance & ITSM Analytics Lead

We are seeking a Senior Enterprise Performance & ITSM Analytics Lead to serve as the architect of our operational insight strategy. You will be responsible for transforming complex service management data into executive-ready dashboards and actionable intelligence. As we evolve our enterprise service management capabilities, you will lead the strategy for how we measure process health, identify performance bottlenecks, and govern our data-driven decision-making processes. This is a strategic role for an expert who understands that “reporting” is not just about building charts-it is about designing the data models and metrics that show how work actually flows through an organization. If you are a practitioner who can navigate both the technical modeling layer and the executive boardroom, this is a unique opportunity to define the metrics that guide our operational success., Reporting & Dashboard Architecture Platform Strategy: Define the enterprise-wide reporting approach, evaluating when to utilize native platform capabilities versus advanced BI tools to ensure scalability, performance, and “single source of truth” data. BI Excellence: Design and develop high-impact Power BI solutions, focusing on sophisticated data modeling (star schema), advanced DAX measures, and interactive, role-based dashboards that support both operational and executive audiences. Native Platform Analytics: Architect native platform reporting, including advanced performance analytics, breakdown hierarchies, and trend-based scorecards to track lifecycle performance (Incident, Change, Problem, Service Requests). Metrics Governance & Data Modeling KPI Standardization: Design and maintain an enterprise-wide KPI library. You will own the definitions, calculation logic, and data sources to ensure consistent “apples-to-apples” reporting across the entire organization. Operational Intelligence: Engineer metrics that account for real-world complexity-such as SLA pauses, assignment transfers, and parent-child dependencies-to ensure our reports are trusted and accurate. Data Quality Advocacy: Partner with process owners to identify and remediate data quality gaps (missing attributes, stale records), ensuring our reports accurately reflect the operational reality.

Governance & Executive Enablement Governance Reporting: Develop the reporting suite for executive steering committees and operational review boards. Structure outputs to provide “at-a-glance” executive summaries while maintaining the ability to drill down into operational specifics. Data Storytelling: Translate technical platform data into clear, narrative-driven insights. Provide data-backed recommendations to leadership that highlight risks, performance trends, and improvement opportunities.

Experience Baseline: Minimum of seven (7) years in reporting, data analytics, or performance management. Tooling Mastery: * 5+ years of hands-on Power BI development (DAX, Power Query/M, semantic modeling). o5+ years of experience with enterprise service management platforms (ServiceNow or equivalent ESM/ITSM tools). Process Knowledge: Deep understanding of the full Service Management lifecycle (Incident, Change, Problem, Request). Data Modeling: Proficiency in SQL and data integration from multiple sources (SharePoint, Excel, Cloud APIs).

Preferred Attributes Industry-recognized certifications in Performance Analytics or ITIL Foundation. Proven experience supporting “C-Suite” or Governance-level reporting. Exceptional ability to communicate complex data patterns to non-technical stakeholders.

For temporary assignments lasting 13 weeks or longer, AllSTEM Connections is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

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We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.