Reporting Analyst

Senior ITSM Reporting & Dashboard Analyst (Power BI / ServiceNow) Locations: Oakland, San Ramon, Fairfield, or Sacramento, CA (Hybrid – 1-2 days onsite per week) Duration: 5-Month Contract Local California Candidates Only We are seeking a Senior ITSM Reporting & Dashboard Analyst with strong expertise in Power BI, ServiceNow Reporting, and ServiceNow Performance Analytics to support enterprise IT Service Management (ITSM) operations and governance reporting initiatives. This role will be responsible for designing, developing, and maintaining reporting solutions across ITSM processes including Incident, Change, Problem, Request, Work Orders, and CMDB. The ideal candidate will work closely with leadership, governance teams, and process owners to define KPIs, develop executive dashboards, and deliver actionable insights that support operational excellence and decision‑making. Key Responsibilities Power BI Reporting & Dashboard Development Design and develop end-to-end Power BI solutions using DAX, Power Query (M), and data modeling best practices. Build interactive dashboards, executive scorecards, and operational reports. Create reusable datasets and semantic models. Develop KPIs, trend analysis, SLA reporting, and performance metrics. Integrate data from ServiceNow, SharePoint, Excel, SQL databases, and other enterprise systems. ServiceNow Reporting & Performance Analytics Develop ServiceNow reports and dashboards across ITSM modules. Configure and maintain Performance Analytics indicators, scorecards, breakdowns, and widgets. Create reporting solutions for Incident, Change, Problem, Request, CMDB, and Work Orders. Validate reporting accuracy and ensure alignment with ServiceNow data structures and business processes. ITSM Metrics & KPI Development Define, implement, and govern ITSM KPIs and reporting standards. Develop metrics such as: MTTR (Mean Time to Resolution) MTTA (Mean Time to Acknowledge) SLA Attainment & Breaches Backlog & Aging Analysis Change Success Rate Reassignment Trends Incident & Problem Lifecycle Metrics Maintain KPI documentation, reporting standards, and governance frameworks. Governance & Executive Reporting Develop reporting solutions for governance forums, CAB meetings, leadership reviews, and operational performance reviews. Deliver executive-ready dashboards and presentations highlighting performance, risks, trends, and opportunities for improvement. Partner with stakeholders to gather requirements and translate business needs into reporting solutions. Data Analysis & Quality Analyze ITSM operational data to identify trends, anomalies, and process improvement opportunities. Ensure reporting accuracy through data validation and quality controls. Collaborate with process owners to improve data quality and reporting consistency. Required Qualifications Bachelor's degree in Information Technology, Data Analytics, Business, or related field (or equivalent experience) 7+ years of experience in Reporting, Analytics, Business Intelligence, or ITSM Reporting 5+ years of Power BI development experience 5+ years of ServiceNow Reporting experience Hands‑on experience with ServiceNow Performance Analytics Strong knowledge of ITSM processes and lifecycle management Advanced experience with: Power BI DAX Power Query (M) Data Modeling SQL Dashboard Development KPI Design & Governance Reporting Preferred Qualifications ServiceNow CIS-PA (Platform Analytics) Certification ITIL Foundation Certification Microsoft Power BI Certification Experience supporting Remedy-to-ServiceNow migrations Experience delivering executive and governance reporting Required Skills ServiceNow Reporting ServiceNow Performance Analytics Power BI DAX Power Query Data Modeling SQL ITSM Reporting Incident Management Change Management Problem Management CMDB SLA Reporting KPI Development Executive Dashboards Governance Reporting #J-18808-Ljbffr