Lead Technology Services Specialist
Core
Enterprise lead for IT Service Management (ITSM) Data & Analytics, delivering actionable insights, performance transparency, and governance across Technology Services.
Role type
Senior IC data analyst / ITSM reporting specialist
Builds
Executive and operational dashboards, standardized KPIs/SLAs frameworks, and curated analytics datasets for ServiceNow and Tableau
Domain
IT Service Management (ITSM) / Managed Services / Data Analytics
Deliverable
dashboards & analysis
Required skills
ITSM/ITIL best practices, ServiceNow reporting and Performance Analytics, Tableau visualization, data modeling and transformation, data governance, KPI/SLA definition, stakeholder management for service owners
Preferred skills
Google Cloud Platform (GCP) and BigQuery, data engineering partnership, managed service delivery experience, IT infrastructure knowledge
Technologies
ServiceNow, Tableau, Google Cloud Platform (GCP), BigQuery
Responsibilities
Lead the enterprise ITSM Data & Analytics program and roadmap; Design, develop, and maintain executive and operational dashboards; Establish standardized KPIs, SLAs, and performance measurement frameworks; Configure and maintain ServiceNow dashboards, scorecards, and reporting data models; Develop enterprise Tableau dashboards for executive visibility into operational health and service performance; Partner with data engineering teams to establish scalable data ingestion and transformation processes; Facilitate service performance reviews and drive continual service improvement through analytics
Seniority
Senior, hands-on IC
