ServiceNow PM Workflows Consultant

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

• 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