JOB DESCRIPTION

This person will be joining a team of 4 senior ITSM engineers to help organize data from ServiceNow and generate accurate reports that analyze their monthly tickets.

They will need to be able to analyze data from ServiceNow to assess if providers/vendors are meeting the SLAs in their contracts and identify common themes from the tickets generated.

We are seeking an expert in the analysis, interpretation and presentation of performance measures to enable senior leadership to understand process performance, report progress against targets (SLA’s), and proactively manage goal delivery in alignment with the performance expectations of the organization. The Data Analyst utilizes operational performance data to characterize opportunities for improvement, and works in partnership with senior leaders and operational groups to drive process optimization and efficiency. They have responsibility for day to day analysis and reporting of all service metrics. This role will interact closely with the Governance Service Owners, the Service Delivery Manager, the Contract Manager and Financial Analyst.

REQUIRED SKILLS AND EXPERIENCE

5+ years of experience as a Data or Business Analyst 5+ years of data analysis using SQL ITSM experience Understanding of what SLAs are Experience analyzing data from ServiceNow to ensure vendors are meeting their SLAs Experience working in an enterprise organization that generates 10,000+ tickets a month

NICE TO HAVE SKILLS AND EXPERIENCE

ITSM Pro using modules like Contract, vendor or performance ServiceNow integration or upgrade experience ITIL certifications Experience building centralized reports in ServiceNow