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