Senior ITSM Reporting and Dashboard Analyst / Developer

Summary Duration: 5 Months Work Mode: Hybrid - Expect to be onsite at any of the company location areas in Oakland, San Ramon, Fairfield, or Sacramento on average 1-2 times per week Responsibilities Design and develop end-to-end Power BI solutions, including data ingestion, transformation (Power Query/M), and semantic data modeling (star schema) Build reusable datasets and models, and develop advanced DAX measures (e.g., SLA %, MTTR, aging, time intelligence, rolling trends) Create interactive dashboards with drill-downs, filters, and role-based views for operational and executive audiences Integrate data from multiple sources (e.g., ServiceNow, SharePoint, Excel, or others) and optimize performance through efficient modeling and query design Develop ServiceNow reports and dashboards across ITSM modules (e.g., incident, change, problem, task, request, CMDB) Configure Performance Analytics (e.g., indicators, breakdowns, scorecards, widgets) to track trends and process performance Design data models and metrics that reflect how ITSM work actually flows, evolves, and connects across incidents, tasks, SLAs, and related records Define and implement KPIs aligned to process performance (e.g., MTTR, MTTA, SLA attainment/breaches, backlog/aging, reassignment counts, change success, problem lifecycle) Develop reporting for governance forums (ITSM Governance Review Board, CAB, operational and leadership reviews) Analyze data to identify trends, anomalies, and improvement opportunities across ITSM Gather and refine reporting requirements from process owners and leadership Communicate insights to technical and non-technical stakeholders Requirements Bachelor’s degree in IT, Data Analytics, Business, or related field (or equivalent experience) Minimum 7 years in reporting, analytics, business intelligence, or ITSM performance reporting Minimum 5 years of Power BI development (DAX, Power Query, data modeling) Minimum 5 years with ServiceNow reporting across ITSM/ITOM/FSM Hands‑on experience with ServiceNow Performance Analytics (indicators, breakdowns, scorecards, trending) Strong knowledge of ITSM processes and lifecycle (Incident, Change, Problem, Work Orders, Requests, SLA) Preferred Skills ServiceNow Certified Implementation Specialist – Platform Analytics (CIS-PA) or equivalent performance analytics experience ITIL Foundation certification MS Power BI certification (or equivalent expertise) Experience supporting executive or governance reporting #J-18808-Ljbffr Creative Solutions Services, LLC