ServiceNow Reporting Analyst

We are seeking a detail-oriented and proactive ServiceNow Reporting Analyst to join our Global Service Centre team. In this role, you will be responsible for delivering accurate and timely reporting solutions to internal staff based on their requirements within the ServiceNow platform.

The ideal candidate will have hands-on experience with ServiceNow, a strong understanding of IT service management processes, and the ability to create, customize, and manage reports and dashboards to support operational decision-making.

Our Global Service Centre is a core delivery component of the Version 1 ASPIRE Managed Services that place AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on shift-left and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product.

Key Responsibilities:

• Report Development and Delivery:
  • Establish standard catalogue item(s) for stakeholders to request.
  • Collaborate with internal teams to gather reporting requirements for ServiceNow data.
  • Design, develop, and maintain custom reports and dashboards in ServiceNow to meet business and operational needs.
  • Create complex reports using ServiceNow reporting tools such as Platform Analytics, Performance Analytics, Report Designer, and Dashboard widgets such as VividCharts.
  • Provide guidance on the interpretation of reports and assist teams in making data-driven decisions.
  • Maintain a reporting catalogue repository.
• Data Analysis and Insights:
  • Analyze ServiceNow data to identify trends, inefficiencies, or potential improvements within the request fulfillment process.
  • Work with stakeholders to ensure that reports provide meaningful insights and actionable recommendations.
• System Configuration and Optimization:
  • Configure ServiceNow reporting tools to ensure reports align with business requirements and best practices.
  • Continuously monitor and optimize reports and dashboards for performance and accuracy.
  • Perform root cause analysis when discrepancies or data inconsistencies arise.
• User Support and Training:
  • Serve as a point of contact for internal staff requesting reporting assistance.
  • Provide training and support to end-users on how to access, interpret, and utilize reports effectively.
  • Assist in troubleshooting any report-related issues and resolve them in a timely manner.
• Documentation and Compliance:
  • Ensure all report configurations, customizations, and processes are documented according to company standards.
  • Adhere to data governance and compliance standards when handling sensitive or restricted information within ServiceNow reports.
• Continuous Improvement:
  • Stay up to date with new ServiceNow features and best practices related to reporting and request fulfilment.
  • Proactively identify opportunities to improve reporting accuracy, efficiency, and user experience.
• Key Competencies:
• Specialist in ServiceNow Reporting, Platform Analytics or Performance Analytics.
• Experience working in Agile or other iterative project management environments.
• Experience with advanced data visualization tools (e.g., Power BI, Tableau) is a plus.