What are the top 3 skills required for this role?
1. Power BI Development & Data Modeling
2. Tableau Dashboard Development
3. Report Automation & Analytics
4. ITIL / ITSM Expertise
5. ServiceNow Reporting & KPI Management
Certifications Required
ITIL v4 Foundation Certification (mandatory/preferred).
Microsoft PL-300 (Power BI Data Analyst Associate).
Tableau Certification.
We are seeking a highly experienced Reporting & Automation Analyst/Lead with 7+ years of experience in Business Intelligence, Reporting, Analytics, and IT Service Management. The ideal candidate will possess strong expertise in Power BI, Tableau, report automation, dashboard development, and ITIL-based service management processes.
The candidate will be responsible for delivering enterprise reporting solutions, automating data and reporting workflows, developing executive dashboards, and providing actionable insights to leadership teams. Experience in IT Operations, ServiceNow reporting, and KPI management is highly desirable.
______________________________ __________
Key Responsibilities
Reporting & Analytics
Design, develop, and maintain enterprise dashboards using Power BI and Tableau.
Create executive-level reports, scorecards, and KPI dashboards.
Perform trend analysis and deliver actionable business insights.
Develop operational reporting for Incident, Problem, Change, and Service Management functions.
Present findings and recommendations to senior leadership.
Automation & Process Improvement
Automate report generation and distribution processes.
Leverage Power Automate, SQL and scripting tools to eliminate manual efforts.
Identify opportunities to improve operational efficiency through automation
.
ITIL & ITSM Reporting
Support and enhance reporting for:
o Incident Management
o Problem Management
o Change Management
o Availability Management
o SLA Management
Develop dashboards for MTTR, SLA compliance, backlog trends, recurring issues, and service performance metrics.
Work closely with IT Operations and Service Delivery teams to drive continual service improvement.
Stakeholder Management
Gather reporting requirements from business and technical stakeholders.
Translate complex datasets into meaningful visualizations and business narratives.
Support monthly, quarterly, and executive governance reviews.
Partner with cross-functional teams to drive data-driven decision-making.
______________________________ __________
Required Qualifications
Experience
7+ years of experience in Reporting, Analytics, Business Intelligence, or IT Operations Reporting.
Minimum 5+ years of hands-on Power BI experience.
Minimum 3+ years of Tableau development experience.
Experience supporting enterprise-scale reporting environments.
Experience working in ITSM or IT Operations environments.
Technical Skills
Power BI (DAX, Power Query, Data Modeling)
Tableau Dashboard Development
SQL & Data Analysis
Power Automate
Excel Advanced Reporting
ServiceNow Reporting & Analytics
KPI, SLA & Operational Metrics Reporting
Data Visualization & Storytelling
ITIL / ITSM Expertise
Strong understanding of:
o Incident Management
o Problem Management
o Change Management
o Service Request Management
o Service Level Management
o Continual Service Improvement (CSI)
Experience working within ITIL-driven organizations.
______________________________ __________
Preferred Qualifications
ITIL v4 Foundation Certification (mandatory/preferred).
Microsoft PL-300 (Power BI Data Analyst Associate).
Tableau Certification.
ServiceNow Reporting / Performance Analytics experience.
Exposure to Dynatrace, Splunk, Grafana, or other observability platforms.
______________________________ __________
Key Deliverables
Executive Dashboards & KPI Scorecards
Automated Reporting Solutions
SLA & Service Performance Reports
Incident & Problem Trend Analysis
Capacity & Availability Dashboards
Leadership Presentations & Insights
Continual Service Improvement Metrics