ITSM Process & Analytics Analyst
Core
Build and maintain ServiceNow reports, dashboards, and KPIs to measure and improve ITSM processes (Incident, Request, Knowledge, Problem) and translate operational data into actionable insights.
Role type
ITSM Process & Analytics Analyst
Builds
ServiceNow reporting, dashboards, scorecards, and operational metrics for ITSM performance
Domain
IT Service Management / Enterprise IT Operations
Deliverable
dashboards & analysis
Required skills
ServiceNow reporting and dashboard development, ITSM process knowledge, data analysis, KPI/SLA definition, process improvement, requirements gathering (via careerplan.io/jobs/JR112185-itsm-process-analytics-analyst-at-genesys)
Preferred skills
ServiceNow Performance Analytics, Knowledge/Request/SLM functional experience, CMDB/CSDM familiarity, Power BI/Tableau, ITIL certification
Technologies
ServiceNow, Power BI, Tableau
Responsibilities
Build ServiceNow reports and dashboards; Analyze ITSM data to identify trends and gaps; Establish measurements and drive accountability for targets; Translate data into recommendations for process owners; Support maturation of specific ITSM process areas; Partner with platform teams on enhancements; Collaborate with global stakeholders
Seniority
Mid-level, hands-on IC