ServiceNow Reporting Analyst

Job Description

A ServiceNow Reporting job typically involves creating and managing reports and dashboards within the ServiceNow platform to support business objectives and improve service delivery. 
 

Here are some common responsibilities and requirements for this role:
 

Technical Knowledge: Basic understanding of Service Now Platform & Cloud platforms such as AWS, Azure, or Google Cloud is a must. if any certification in cloud will be added advantage. 
 

Primary Responsibilities:
 

•  Gathering Requirements: Work with stakeholders to understand their reporting needs and design reports that align with business objectives and key performance indicators (KPIs).
 

•  Data Analysis: Analyze IT Service Management (ITSM) data to identify trends, patterns, and anomalies, providing insights and recommendations to improve service delivery and efficiency1.
 

•  Report Development: Develop and maintain robust reporting solutions, including dashboards, to provide actionable insights into ITSM performance1.
 

•  Continuous Improvement: Collaborate with cross-functional teams to drive continuous improvement initiatives based on data insights1.
 

Key Skills and Qualifications: 
 

•  Technical Proficiency: Strong understanding of the ServiceNow platform, including its reporting and dashboarding capabilities.
 

•  Analytical Skills: Ability to analyze complex data sets and translate them into meaningful reports.
 

•  Communication: Excellent communication skills to present data insights effectively to stakeholders.
 

•  Problem-Solving: Strong problem-solving skills to identify and address reporting issues.
 

Requirements

Proactively identify new reporting and/or analysis in order to better support business management.
 

·       Identifying, developing, and executing data analysis to uncover areas of business opportunity
 

·       Relevant experience in data analysis, research, business intelligence and data warehousing tools, or comparable consumer analytics solutions.
 

·       Preparing MMR(Monthly Management Report) presentation on monthly basis
 

·       Monitoring the queues and assign the incidents before missing Response time SLA
 

·       Tickets to be assigned with respective Support Engineer according to required skills sets
 

·       Follow up with engineer for closing the tickets those are going to be SLA breached
 

·       Assigned the tickets which are out of scope to Service Desk/Other Teams.
 

·       Publishing Weekly Change Calendar
 

·       Daily Report on Incidents/Change/Problem tickets and SLA status
 

·       Daily Change schedule reminder to respective change assignee
 

·       Shift Handover to Next Queue Manager
 

·       Summary report on all Major incidents happen on that day
 

·       Repeated incidents Analysis, you need to relate the incidents with Parent incident and cancel the duplicate incident by marking the parent ticket info
 

·       Need to discuss with TL/Shift lead for acting against bouncing tickets
 

Key Skills and Qualifications:
 

        Inter team SPOC contact
 

·        Escalation Matrix & Entire team contacts
 

·        Incident Categorization
 

·        Entire team Skill set Matrix
 

·        Current Shift Roster & OnCall Resource
 

·        Technology specific SME for Tech assistance
 

·        Inter Supplier Support Scope & Queue Name
 

·        Inter Supplier Support SPOC & Contact Details
 

·        Application Owners Contact & Queue Name
 

Generating the reports from Ticketing Tool