SME - ServiceNow, IT Service Management

Job Summary

: Job Summary The Data Analytics & Business Intelligence Specialist will play a key role in transforming organizational data into actionable business insights. The role is responsible for designing, developing, and managing enterprise reporting solutions, interactive dashboards, executive scorecards, and analytics platforms that enable informed decision-making across all levels of the organization. The candidate will collaborate with business stakeholders, operations teams, and leadership to define reporting requirements, build scalable data models, automate reporting processes, and deliver meaningful insights through Power BI, cloud-based reporting platforms, and advanced analytics solutions. Key Responsibilities and Deliverables Business Intelligence & Reporting Partner with business stakeholders to understand reporting requirements and translate them into impactful dashboards and analytical solutions. Design, develop, and maintain enterprise-wide MIS reports, executive scorecards, KPI dashboards, and operational reporting solutions. Build interactive Power BI dashboards that provide real-time visibility into business performance and operational metrics. Develop automated reporting frameworks to reduce manual effort and improve reporting accuracy. Create standardized reporting templates and governance models across the organization. Deliver periodic business reviews, operational performance reports, and executive management dashboards. Develop self-service analytics capabilities to empower business users. Power BI & Data Visualization Design and develop advanced Power BI reports utilizing DAX, Power Query, Power Pivot, and data modeling techniques. Publish, schedule, secure, and maintain enterprise Power BI workspaces and reports. Optimize dashboard performance and ensure scalability across large datasets. Design visually compelling reports and dashboards tailored for operational, management, and executive audiences. Establish KPI frameworks, performance scorecards, and trend analysis reports. Create drill-through, predictive, and interactive reporting experiences for business stakeholders. MIS Reporting & Performance Analytics Own end-to-end MIS reporting processes across operational, financial, service delivery, and customer experience domains. Develop automated productivity, SLA, KPI, utilization, quality, CSAT, and operational performance reports. Generate ad hoc management reports and business insights to support strategic decisions. Perform variance analysis, forecasting, capacity planning, and trend reporting. Identify risks, opportunities, and business improvement areas through data analysis. Data Engineering & Management Collect, consolidate, and transform large volumes of structured and unstructured data from multiple sources. Develop and maintain scalable data models and reporting datasets. Create data pipelines and automated data refresh processes. Ensure data governance, quality, integrity, consistency, and security standards are maintained. Collaborate with business and technical teams to resolve data quality issues and improve reporting accuracy. Identify opportunities for new data acquisition and integration. Cloud Analytics & Reporting Platforms Develop reporting and analytics solutions using cloud-based platforms such as: Microsoft Azure Azure Data Factory Azure Synapse Analytics Microsoft Fabric Dataverse SharePoint Online SQL Managed Services Support migration of legacy reporting solutions to modern cloud-based analytics environments. Implement scalable cloud reporting architectures and data warehouses. Develop enterprise analytics solutions leveraging cloud-native technologies. Advanced Analytics & Automation Conduct descriptive, diagnostic, predictive, and prescriptive analytics. 

Key Responsibilities

Develop forecasting models and predictive reporting capabilities. Support AI-driven analytics and automation initiatives. Build prototypes, analytical models, and algorithms for business optimization. Leverage Python and SQL for advanced data analysis and automation. Drive continuous improvement through reporting automation, data intelligence, and process optimization. Governance & Continuous Improvement Establish reporting standards, data governance practices, and dashboard development frameworks. Ensure compliance with reporting policies, data privacy, and information security requirements. Evaluate emerging BI technologies and recommend innovative reporting solutions. Drive automation initiatives to improve efficiency, data quality, and reporting maturity. Support strategic transformation initiatives through analytics-led decision-making. Technical Skills & Competencies Core Technical Skills Advanced Power BI Development DAX, Power Query, Power Pivot Advanced Microsoft Excel SQL Server / SQL Database Design ServiceNow Reporting & Analytics Data Modeling and Data Warehousing Python for Analytics and Automation Database Management Systems ETL/ELT Development API and Data Integration Cloud & Analytics Platforms Microsoft Azure Microsoft Fabric Azure Synapse Analytics Azure Data Factory Azure Data Lake Dataverse SharePoint Online Power Platform Ecosystem Reporting & Visualization Executive Dashboard Development MIS Reporting KPI and SLA Reporting Business Performance Analytics Operational and Financial Reporting Data Storytelling and Visualization Scorecard Development Behavioral Competencies Strong analytical and problem-solving skills Excellent stakeholder management and communication abilities Business acumen with a data-driven mindset Ability to work independently and drive outcomes Strong attention to detail and data accuracy Continuous learning and innovation mindset Education & Experience Bachelor\'s Degree in Engineering, Computer Science, Information Technology, Data Analytics, Mathematics, Statistics, or related field. 5-8 years of experience in Data Analytics, Business Intelligence, MIS Reporting, or Reporting Transformation roles. Minimum 3-5 years of hands-on experience in Power BI development and dashboard architecture. Experience with enterprise reporting platforms, cloud analytics solutions, and large-scale data environments. Strong experience developing executive dashboards, KPI frameworks, and operational reporting solutions. Experience working with ServiceNow data, operational support environments, or IT service management reporting is highly preferred. Microsoft Power BI, Azure, Fabric, Data Analytics, or related certifications are highly desirable. Key Success Measures Reporting Automation Rate Dashboard Adoption and Usage Data Accuracy and Quality Scores SLA/KPI Reporting Effectiveness Executive Stakeholder Satisfaction Reduction in Manual Reporting Effort Time-to-Insight Improvements Analytics-Driven Business Improvements Data Governance Compliance Performance and Scalability of Reporting Solutions

Skill Requirements

Other Requirements