Experience

Roles and Responsiblities:

Report Generation: Create daily, weekly, and monthly MIS reports on IT service performance.
Dashboard Management: Maintain and optimize real-time ServiceNow dashboards for stakeholder visibility.
Data Integrity: Audit ServiceNow data regularly to ensure accuracy, completeness, and consistency.
Trend Analysis: Analyze operational metrics to identify performance bottlenecks and process improvement areas.
Stakeholder Collaboration: Gather reporting requirements from business leaders and translate them into technical solutions.
Shifts: US Shifts + Oncall
Fluent in English, in both oral and written communication

Desirable Skills:

ServiceNow Administration: Certified System Administrator (CSA) credential.
Scripting: Experience with JavaScript, Python, or PowerShell for automated reporting.
API Integration: Knowledge of REST/SOAP APIs to extract ServiceNow data into external data warehouses.

Behavioral Attributes:
Analytical Thinking: Strong problem-solving skills with high attention to data detail.
Communication: Ability to explain complex data insights to non-technical stakeholders clearly.
Time Management: Excellent organizational skills to handle multiple reporting deadlines simultaneously.
Adaptability: Eagerness to learn new platform features and upgrade skills as technologies evolve.

Required Technical/ Functional Competencies

Primary Skills:
ServiceNow Reporting & Dashboards: Expert configuration of Performance Analytics, indicators, and interactive dashboards.
Data Extraction & Analysis: Advanced querying skills using SQL and relational databases.
Data Visualization: Advanced proficiency in Power BI, Tableau, or Excel (Power Query, Pivot Tables).
ITIL Framework: Strong understanding of IT Service Management (ITSM) processes like Incident, Problem, and Change Management.

Qualifications and Education Requirements:
Education: Bachelor’s degree.
Experience: Minimum 3–5 years of experience in an MIS or Data Analyst role.
Platform Experience: At least 2 years of dedicated experience working with ServiceNow reporting modules.
Candidates who are confident of clearing extensive Background verification till previous Organization only shall apply.

Certifications:
ServiceNow Performance Analytics Certified Micro-Badge or ITIL v4 Foundation certification.

Required Behavioral Competencies

Accountability:

• Takes responsibility for and ensures accuracy of own work, as well as the work and deadlines of the team.

Collaboration:

• Participates in team activities and reaches out to others in team to achieve common goals.

Agility:

• Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.

Customer Focus:

• Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.

Communication:

• Targets communications for the appropriate audience, clearly articulating and presenting his/her position or decision.

Drives Results:

• Sets realistic stretch goals for self & others to achieve and exceed defined goals/targets.

Certifications