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Tier-1 brand, hybrid/remote, mid-level role, and metro location create high competition.
ServiceNow and ITSM expertise transfers across enterprises but requires tooling-specific experience.
Mandates 4+ years and hands-on ServiceNow reporting plus ITSM domain expertise, making filters stringent.
Build and maintain ServiceNow reports, dashboards, scorecards, KPIs, and operational metrics to monitor ITSM performance.
Analyze ITSM data to identify trends, issues, and improvement opportunities, supporting process maturity and accountability.
Support one or more ITSM process areas (e.g., Knowledge, Request, Service Level Management) with requirements gathering, enhancements, testing, and adoption efforts.
4+ years of relevant experience in ITSM, ServiceNow, IT Operations, reporting/analytics, or related discipline.
Hands-on experience developing ServiceNow reports and dashboards.
Working knowledge of core ITSM processes, with experience defining/measuring/reporting KPIs, SLAs, and operational metrics.
Strong analytical skills to convert operational data into actionable business insights and recommendations.
Experience supporting or owning ITSM process areas such as Knowledge Management, Request Management, or Service Level Management.
Ability to collaborate with global, cross-functional teams including ITSM, ServiceNow platform, IT Operations, and business stakeholders.
Familiarity with ServiceNow Performance Analytics and related modules (CMDB, CSDM, Employee Center, Service Operations Workspace) is preferred but not mandatory.