ServiceNow Vulnerability Response Engineer
Openkyber
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
- 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
Vacancy posted 3 days ago
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