Remote role
Description:
Must Have:
5+ years of experience in service management reporting, business intelligence, data analytics, service performance management, or related discipline.
Strong hands-on experience with ServiceNow reporting and analytics, including analyzing service management data and developing operational and management reporting.
Strong hands-on experience with Microsoft Power BI, including dashboard development, data analysis, visualization, and report design.
Strong Microsoft Office skills, particularly Excel, PowerPoint, and Word, with the ability to develop executive-ready reports and presentations.
Working knowledge of ITSM processes and service management principles.
ITIL Foundation certification required.
Strong understanding of SLAs, CSLs, KPIs, performance metrics, service-level reporting, and
contractual reporting requirements.
Experience working in SIAM, multi-provider, outsourced service, or supplier-management environments strongly preferred.
Strong analytical skills with the ability to interpret complex data, identify trends and exceptions, determine business impact, and develop actionable insights.
Strong written and verbal communication skills with demonstrated ability to present complex reporting and performance information clearly to leadership, technical teams, and SI partners. Strong collaboration and partnership skills with the ability to support governance activities while constructively challenging reporting gaps, performance issues, and data-quality concerns. Experience integrating or combining data from multiple systems and reporting sources. Knowledge of reporting integrations, data models, APIs, data transformation, and reporting automation preferred. Experience with additional business intelligence, analytics, or visualization tools preferred. Experience using AI technologies such as Microsoft 365 Copilot, Copilot agents, ChatGPT, or similar generative AI tools to support reporting and analytics preferred. Ability to work independently, establish priorities, manage multiple reporting requirements, and deliver results with limited supervision. Demonstrated thought leadership with the ability to identify improvements, challenge existing approaches, and recommend practical solutions. Bachelors degree in Information Technology, Business Analytics, Data Analytics, Business Administration, or a related discipline preferred, or equivalent relevant professional experience. Ability to work primarily during U.S. Central Time business hours preferred. Where applicable based on work location and local requirements, ability to work from office at least three days per week is preferred.
Roles & Responsibilities
Lead the development, analysis, and continuous improvement of SIAM and service management reporting.
Develop dashboards, reports, analytics, and executive-level presentations using ServiceNow, Power BI, Excel, PowerPoint, and other reporting tools.
Analyze ITSM and SIAM data to identify performance trends, exceptions, recurring issues, risks, data-quality concerns, and opportunities for improvement.
Support SIAM governance of SI partner contractual reporting, including SLAs, CSLs, KPIs, reporting requirements, and other performance commitments.
Review SI partner reporting for accuracy, completeness, consistency, and alignment with established reporting requirements.
Identify reporting and performance gaps and work with SIAM Leads and SI partners to establish and track corrective actions.
Provide reporting and analysis to support service reviews, governance meetings, operational reviews, and leadership decision-making.
Partner with SMO Global Process Owners to understand reporting requirements and provide meaningful process performance insights.
Work across multiple data sources and reporting platforms to improve reporting
consistency, automation, integration, and data quality. Develop clear reporting standards, definitions, documentation, and repeatable reporting practices. Present reporting results, trends, risks, and recommendations to leadership, SMO Global Process Owners, SIAM Leads, and SI partners. Identify opportunities to automate manual reporting and improve the efficiency, accuracy, and timeliness of reporting processes. Identify and support opportunities to use AI, Microsoft 365 Copilot, AI agents, and other emerging technologies to enhance reporting, analytics, insights, and governance activities. Provide leadership and guidance on reporting strategy, analytics, visualization, and continuous improvement across the SIAMSMO team.
Generic Managerial Skills, If any
The SIAM Reporting Lead is responsible for leading service management reporting, analytics, and performance insights as part of the SIAMSMO team. The role will provide reporting and analysis that supports SIAM governance, operational decision-making, and accountability across SI partners.
The SIAM Reporting Lead will develop, maintain, and continuously improve reporting using ServiceNow, Power BI, Microsoft Office, and other reporting and analytics technologies. The role will support reporting across ITSM processes and SIAM contractual performance, including SLAs,
CSLs, KPIs, service performance, exceptions, trends, and SI partner reporting obligations.
This position will work closely with SIAM Leads, SMO Global Process Owners, and SI partners to ensure reporting is accurate, timely, meaningful, and aligned with business and contractual requirements. The Reporting Lead will identify reporting and data gaps, provide actionable insights, and work with SI partners to drive corrective actions when reporting or performance does not meet expectations.
The successful candidate will be a thought leader who can work independently or collaboratively, challenge existing reporting approaches, identify opportunities for improvement, and clearly communicate complex information to both technical and leadership audiences.
Skills: IT Service Management Consulting
Experience Required: 5-7
