ServiceNow Vulnerability Response Engineer

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.

• 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
  • 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.

  For applications and inquiries, contact:View email address on us.fitly.work