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Protocol Intelligence
Data-driven signals on your job's competitivenessTier-1 brand, remote/hybrid, mid-level generalist title, metro location, and 4+ years amplify applicant competition.
Role requires ServiceNow/ITSM domain knowledge but analytics skills are transferable, yielding medium sensitivity.
Explicit 4+ years and mandatory ServiceNow reporting skills increase filtering strictness.
Job Description
Structured overview of role & requirementsAbout This Role
Develop and maintain ServiceNow reports, dashboards, and KPIs to provide visibility into IT Service Management (ITSM) performance.
Analyze ITSM operational data to identify trends, process gaps, and recommend actionable improvements across processes like Incident, Request, Knowledge, and Problem Management.
Partner with stakeholders and ServiceNow platform teams to support, enhance, and mature ITSM processes including supporting documentation, training, and adoption efforts.
Minimum Requirements
4+ years of relevant experience in ITSM, ServiceNow, IT Operations, reporting/analytics, or related field.
Hands-on experience creating ServiceNow reports and dashboards with strong analytical ability to translate data into business insights.
Working knowledge of core ITSM processes and experience defining/measuring KPIs, SLAs, and operational performance metrics.
Experience gathering functional requirements and collaborating with technical teams for solution implementation.
Ideal Candidate Profile
Experience with ServiceNow Performance Analytics and functional knowledge in Knowledge Management, Request Management, or Service Level Management processes.
Familiarity with ServiceNow modules such as CMDB, CSDM, Employee Center, or Service Operations Workspace.
Comfortable working independently and collaborating across global, cross-functional teams to drive process improvements and adoption.