Highlights
We are seeking an experienced ServiceNow ITSM Reporting & Analytics Consultant to design, build, and operationalize enterprise reporting, dashboards, scorecards, KPI governance, and analytics within ServiceNow. Active ServiceNow Certified Implementation Specialist Platform Analytics certification or current equivalent certification is required.
Numbers & Facts
| Location | Walker, MI |
| Industry | Staffing/Employment Agencies |
| Company Size | 1 to 9 employees |
| Year Founded | 1995 |
| Website | http://www.custom-it.com/ |
Description
We are seeking an experienced ServiceNow ITSM Reporting & Analytics Consultant to design, build, and operationalize enterprise reporting, dashboards, scorecards, KPI governance, and analytics within ServiceNow.
NO C2C
This role is focused specifically on ServiceNow-based reporting and analytics, not general BI development. The consultant will also provide knowledge transfer, documentation, and mentoring to support long-term internal capability.
Key Responsibilities
- Assess existing ServiceNow reporting, analytics, dashboards, metrics, and data quality.
- Develop and implement ServiceNow reports, dashboards, Platform Analytics, and Performance Analytics.
- Create indicators, breakdowns, scorecards, targets, KPIs, trends, and drilldowns.
- Establish KPI definitions, calculations, ownership, and reporting governance.
- Validate reporting logic, data sources, and metric accuracy.
- Develop executive and operational ITSM dashboards.
- Provide mentoring, documentation, runbooks, and knowledge transfer.
Required Qualifications
- 5+ years of hands-on ServiceNow reporting and analytics experience.
- 5+ years supporting ITSM reporting and analytics.
- Experience with:
- ServiceNow Reporting
- Platform Analytics
- Performance Analytics
- Dashboard development
- Indicators, scorecards, breakdowns, and KPIs
- Data validation and reporting accuracy
- Experience with at least two enterprise ServiceNow analytics implementations.
- Strong understanding of ITSM practices, including Incident, Major Incident, Problem, Change, Knowledge, and Request Management.
- Experience with KPI frameworks, metric definitions, and reporting governance.
- Strong consulting, stakeholder engagement, requirements gathering, and knowledge-transfer skills.
- Active ServiceNow Certified Implementation Specialist Platform Analytics certification or current equivalent certification is required.
Preferred Qualifications
- ServiceNow Certified System Administrator
- ServiceNow Certified Implementation Specialist ITSM
- ServiceNow Performance Analytics certification or micro-certification
- Power BI or Tableau experience
- SQL-based reporting and analytics experience
NO C2C
About Company
Custom Business Solutions, a Certified Woman-Owned Business Enterprise is a leader in information technology consulting and professional services specializing in the Southeastern Michigan and Mid-Michigan markets. Custom was founded in 1995 with two major goals: Develop long-term satisfied client relationships Develop long-term satisfied employee relationships
We solve our clients' business problems with solutions that create results commensurate with client expectations. We deliver these solutions in ways that make it easy for our customers to do business with us! Custom excels at the rapid implementation of business application solutions allowing us to deliver immediate value to our clients.
CUSTOM offers a wide variety of service options designed to provide our clients' flexible solutions and support. Custom provides skilled professionals with solid experience creating immediate value. Our company has developed a strong client base including industry leaders in insurance, healthcare, finance, accounting and public utilities.
At CUSTOM, we know the importance of talented people with the right technical skills. We understand being successful requires balance between exceptional interpersonal skills and technology. Taking these attributes into account, Custom is able to provide superior personalized service. This simple approach differentiates us from the competition. We call this the 'CUSTOM DIFFERENCE'.