ITSM Data Report Analyst

This is a remote position.

• Provide reporting and BI development solutions for Managed Services as requested by the ITSM Process Team Manager and Delivery Leads
  
• Configuration and generation of standard ITSM reports Dashboards and Metrics across the ITIL Practices using ServiceNow
  
• Ensure data accuracy integrity and consistency across ITSM databases and reporting systems.
  
• Develop and maintain data models schemas and structures to support reporting requirements.
  
• Design and generate regular and adhoc reports dashboards and visualizations to provide insights into IT service performance trends and key metrics.
  
• Document data management processes report generation procedures and analysis methodologies to ensure consistency and reproducibility.
  
• The ITSM Data & Report Analyst plays a contributing role in driving continuous improvement by leveraging datadriven insights to optimize service delivery and enhance customer satisfaction.
  

• Uphold and adhere to Data#3s core values guidelines policies and procedures
  
• Represent Data#3 professionally and provide excellent customer service to our internal and external customers.
  
• You are required to perform your duties safely without risk to your health and safety or the health and safety of others.
  
• You are required to be flexible to work in additional roles or capacities or take on additional or varied duties as may be assigned to you that you are skilled and capable of performing. Data#3 may alter your position position description position title location and responsibilities following changing business needs and priorities.
  

• May be required to perform your duties offsite including at customer vendor/partner and supplier sites which require as a condition of entry you to hold a National Police Certificate;
  
• May be responsible for accessing internal and thirdparty computer systems containing highly sensitive confidential corporate and personal information;
  
• May be engaged in capacities that require Data#3 to have the highest degree of confidence that you will perform your duties with a high level of honesty and integrity.
  

Requirements

• Proven experience in IT service management data analysis and reporting preferably in a largescale IT environment.
  
• Desirable experience with PowerAutomate
  
• Knowledge of IT Service Management processes (Primarily Incident Service Request Problem Change Configuration management).
  
  

• Strong communication skills with the ability to interact across all levels of an organization.
  
• Strong analytical skills with the ability to translate complex data into actionable insights and recommendations.
  
• Intermediate to Advanced Reporting Skills and Experience ie MS Excel MS Power Bi
  

• Selfdriven and resourceful to achieve goals independently and work well in groups.
  
• Proficiency in ITSM tools such as ServiceNow Remedy or Jira as well as data visualization tools like Excel Power BI or similar.
  
• Ability to contribute to the overall goals of the team.
  

• Tertiary education in IT Discipline or equivalent in years of progressive experience in enterprise level IT environments.
  

• Certifications in ITIL Data Analytics or Business Intelligence are advantageous.
  

Benefits