This is a fully remote position, open to applicants in Poland, +1 more country.

📋 Description

• Create, develop, and sustain ServiceNow reports, dashboards, scorecards, and Performance Analytics solutions.

• Design and automate ITSM reporting and KPI frameworks.

• Provide actionable insights into incident, problem, change, request, knowledge, CMDB, asset, and service catalog performance.

• Evaluate service delivery metrics and trends such as ticket volume, backlog, aging, MTTR, change success rates, problem trends, knowledge adoption, and service request performance.

• Discover opportunities for continuous improvement and risk mitigation.

• Establish and maintain reporting governance, dashboard standards, visualization best practices, and data consistency requirements.

• Collaborate with ITSM Process Owners, ServiceNow Platform teams, CMDB teams, and project stakeholders.

• Define reporting requirements and criteria for success.

• Address data quality issues that impact reporting accuracy and decision-making.

⛳️ Requirements

• Bachelor's degree in a STEM-related field or equivalent experience.

• 3-5+ years of experience in IT Service Management, reporting, analytics, ServiceNow administration, or a related field.

• Extensive hands-on experience in developing ServiceNow reports, dashboards, scorecards, performance metrics, and executive-level reporting solutions.

• Familiarity with ITIL-based ITSM processes, including Incident, Problem, Change, Request, Knowledge, and Configuration Management.

• Excellent analytical and problem-solving skills.

• Capability to collaborate with stakeholders across both technical and business functions.

• Strong communication skills, expertise in requirements gathering, and stakeholder management.

• Proficiency in Excel, Power BI, and ServiceNow Performance Analytics.

• Ability to convert service data into actionable business insights.