Data Analyst II

The Data Analyst will be responsible for managing and delivering data-driven reports and dashboards related to IT service management. This role involves working with ServiceNow to extract data and utilize tools such as Tableau and Power BI for reporting and visualization. The ideal candidate will have strong analytical skills, an understanding of ITIL processes, and expertise in service management platforms and reporting tools.

Key Responsibilities:

• Data Extraction & Analysis:
  1. Extract, manipulate, and analyze data from the ServiceNow platform to generate service management reports.
  2. Ensure data accuracy and consistency by performing regular audits and validation.
• Reporting & Dashboard Creation:
  1. Develop, maintain, and enhance reports and dashboards in Tableau and Power BI to provide insights into service performance.
  2. Create and distribute scheduled reports to stakeholders, focusing on KPIs, SLAs, and operational metrics.
  3. Customize and configure visualizations to meet business requirements.
• Performance Monitoring:
  1. Monitor and report on service delivery performance, identifying trends and areas for improvement.
  2. Provide insights into incidents, changes, problems, and other ITIL processes to support decision-making.
• Collaboration:
  1. Work closely with IT service teams, process owners, and business stakeholders to gather reporting requirements.
  2. Collaborate with technical teams to integrate data from multiple sources into cohesive reporting platforms.
• Process Improvement:
  1. Identify opportunities for automation and process improvement in reporting workflows.
  2. Participate in service management improvement initiatives by providing data-driven insights.
• Documentation & Training:
  1. Maintain up-to-date documentation for reports, dashboards, and workflows.
  2. Train business users and service teams on how to use dashboards and interpret the data.

Required Skills & Qualifications:

• ServiceNow Expertise:
   Experience working with ServiceNow, including modules like Incident, Problem, Change, CMDB, etc.
• Tableau & Power BI:
  Proficiency in building interactive reports and dashboards using Tableau and Power BI. Ability to work with complex datasets and implement visualizations that offer business insights.
• Data Analysis:
   Strong analytical and problem-solving skills. Ability to extract insights from large datasets and present them clearly.
• ITIL Knowledge:
  Solid understanding of ITIL processes (Incident, Problem, Change, etc.) and service management principles.
• Communication Skills:
   Excellent verbal and written communication skills for translating data findings into actionable insights for non-technical stakeholders.
• Automation Skills (Optional):
   Experience with scripting or automation within ServiceNow or reporting tools would be advantageous.

Preferred Qualifications:

• ServiceNow certification (CSA or similar)
• Tableau or Power BI certification
• Experience in scripting languages (Python, JavaScript) for data manipulation
• Experience working in an Agile environment