Reporting Analyst – ServiceNow

About the Role

We are seeking a detail-oriented Reporting Analyst with ServiceNow experience to transform raw platform data into meaningful reports, dashboards, KPIs, and insights that drive decision-making across IT, business, and executive teams. This role is central to how our organization measures service performance, identifies operational trends, and communicates value to stakeholders at every level — from the Service Desk to Management.

Core Responsibilities

Build Reports and Dashboards

Create and maintain incident management reports, service request metrics, change management dashboards, and problem management trend reports.

Develop SLA compliance reports, executive scorecards, and operational KPI dashboards. 

Design intuitive homepage and dashboard layouts for different stakeholder audiences

Data Analysis

Analyze ServiceNow data to identify trends, recurring issues, and bottlenecks in service delivery Surface opportunities for automation and process improvement

Evaluate capacity, workload patterns, and performance against targets

Translate findings into actionable recommendations (e.g., identifying that a disproportionate share of Priority 2 incidents originate from a specific application and proposing corrective action)

Performance Measurement

Track metrics across core ITSM processes: Incident Management, Problem Management, Change Management, Request Fulfillment, Asset Management, and CMDB health

Ensure all reporting aligns with organizational KPIs and service-level agreements

Advanced Analytics

Leverage ServiceNow Performance Analytics (PA), including indicators, breakdowns, and historical trend tracking

Support predictive analytics initiatives and build executive-level dashboards using PA''s advanced reporting capabilities

Data Quality Management

Identify missing or incomplete records and help strengthen overall data governance

Monitor CMDB accuracy and ensure proper ticket categorization

Validate report integrity to maintain trust in reported metrics

Stakeholder Engagement

Partner with CIOs, IT Directors, Service Desk Managers, Application Support Teams, Business Leaders, and Governance Teams

Gather requirements and translate business questions into clear, actionable reports and dashboards

Required Skills & Experience

ServiceNow Knowledge Reporting module, List reporting, Database views, Performance Analytics, Filters, conditions, and dashboard/homepage design

Data Skills Working knowledge of SQL concepts and data modeling

Advanced Excel

Experience with Power BI or Tableau

Strong grasp of data visualization best practices

Service Management Knowledge Familiarity with the ITIL framework

Practical understanding of Incident, Problem, Change, and Service Level Management

Ideal Candidate

You''re someone who enjoys turning messy data into a clear story — comfortable pulling metrics together, but just as comfortable explaining what they mean to a room full of people. You have a sharp eye for data quality issues and a genuine curiosity about why a number looks the way it does, not just what it is.  Really good communication skills are required.  This is a 100% work from home position.  This client has implemented all modules of ServiceNow but the initial main stakeholders will be technology and human resources.