IT Analyst Technical Infrastructure (ITSM Analyst and Reporting)

Job Summary

Job Duties/Responsibilities will include

• Design, develop and maintain enterprise ITSM dashboards, reports and analytical solutions using Microsoft Power BI, ServiceNow and Platform Analytics .
• Develop and maintain Snowflake tables, views, queries and data models supporting ITSM reporting, service-level metrics and operational analysis.
• Use Python and SQL to automate data preparation, validation, reconciliation and recurring reporting activities.
• Maintain data quality, reporting accuracy, metric definitions and appropriate governance for ITSM data consumed through ServiceNow, Snowflake, Power BI and approved AI solutions.
• Support the modernization and migration of legacy ITSM reporting and ServiceNow Platform Analytics solutions.
• Analyze Incident, Problem, Change and Release data to identify recurring issues, root-cause trends, operational risks and improvement opportunities.
• Develop reporting for SLA performance, service-level trends and business-facing service reviews.
• Partner with ITSM process owners and stakeholders to translate business and operational requirements into reliable analytical solutions.
• Create clear technical documentation, data definitions, operational procedures and knowledge-transfer materials.
• Support testing, deployment, monitoring and maintenance of reports, data pipelines and automation solutions.
• Develop or support approved Microsoft Copilot and agent-based solutions for ITSM use cases.
• Participate in ITSM governance activities, including Incident, Problem, Change, CAB/eCAB, Release, Service Level Management and IT controls.
• Provide production support for critical reporting and analytics solutions, including planned off-hours or weekend support when required.
• Contribute into ITSM responsibilities - Incident, Problem, Change, and Release Management processes within ServiceNow Root cause analysis, trend identification, recurring issue elimination, and service improvement initiatives Enterprise CAB (Americas, EMEA, APAC), ICW calendar coordination, eCAB facilitation, and moratorium governance Service level monitoring, SLA reporting, stakeholder alignment, and continual service improvement ServiceNow release testing, Platform Analytics migration initiatives, and tool governance activities IT controls, compliance, audit readiness, and process documentation Development and support of Agentic AI, Microsoft Copilot, Sidekick, and automation solutions that improve ITSM processes, reporting, knowledge management, and operational efficiency
• Incident, Problem, Change, and Release Management processes within ServiceNow
• Root cause analysis, trend identification, recurring issue elimination, and service improvement initiatives
• Enterprise CAB (Americas, EMEA, APAC), ICW calendar coordination, eCAB facilitation, and moratorium governance
• Service level monitoring, SLA reporting, stakeholder alignment, and continual service improvement
• ServiceNow release testing, Platform Analytics migration initiatives, and tool governance activities
• IT controls, compliance, audit readiness, and process documentation
• Development and support of Agentic AI, Microsoft Copilot, Sidekick, and automation solutions that improve ITSM processes, reporting, knowledge management, and operational efficiency

What you will have

Preferred

Skills desired

• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges. Level Extensive Experience: • Advises others on the assessment and provision of all technical solutions. • Engages appropriate subject matter resources to effectively resolve technical issues. • Mentors others to enhance their technical competence and its application to achieve more effective technical solutions. • Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems. • Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues. • Assumes accountability for personal technical performance and holds others responsible for theirs. Technology Advising: Knowledge of effective advisory methods and ability to provide valued information and advice to clients regarding products, technologies, services and solutions for a specific technology domain. Level Working Knowledge: • Assesses the current technology environment, expressed needs and initiatives of client organizations. • Uses an effective consulting method to present technology solutions that resolve stated client business issues. • Advises clients regarding a family of specific products, technologies or services in a technology domain. • Demonstrates basic competence and sound business knowledge regarding specific products, technologies or services within a domain of technology expertise. • Achieves consulting relationship rating of 'professional' by delivering timely, meaningful advice meeting client needs in a narrow set of specific technologies. Hardware Infrastructure: Knowledge of computer architecture and systems programming; ability to design, build and integrate IT hardware into multi-platforms for the organization. Level Extensive Experience: • Evaluates IT hardware vendors in the market and selects the most suitable products for the organization. • Guides employees on the integration of IT hardware throughout other organization-wide platforms. • Supervises the implementation process of IT hardware ensuring consistency in productivity and overall effectiveness. • Advises others on business standards and practices for IT hardware in order to meet designer requirements. • Evaluates the advantages and disadvantages of an organization's hardware components. • Diagnoses IT hardware problems and recommends dynamic solutions. Requirements Analysis: Knowledge of tools, methods, and techniques of requirement analysis; ability to elicit, analyze and record required business functionality and non-functionality requirements to ensure the success of a system or software development project. Level Working Knowledge: • Follows policies, practices and standards for determining functional and informational requirements. • Confirms deliverables associated with requirements analysis. • Communicates with customers and users to elicit and gather client requirements. • Participates in the preparation of detailed documentation and requirements. • Utilizes specific organizational methods, tools and techniques for requirements analysis. System Testing : Knowledge of system and software testing; ability to design, plan and execute system testing strategies and tactics to ensure the quality of software at all stages of the system life cycle. Level Extensive Experience: • Verifies the proper flow of transactions across all input, output and storage channels or devices. • Evaluates interoperability of new systems with existing systems during the beta testing phase. • Supervises the testing of complex, multi-platform and distributed applications. • Designs processes to ensure that the system meets and maintains requirements and expectations. • Coaches end users on the development of test data and test scenarios for system validation. • Manages the execution of test plans, including resources, strategies, schedules, processes and tools. Systems Software Infrastructure: Knowledge of computer architecture and system software interaction; ability to design and build a fundamental architecture of operating systems, database management systems, communications protocols, compilers and other development tools. Level Working Knowledge: • Reports software connectivity and integration issues. • Demonstrates planned software changes on the local environment. • Administers software migration and contingency plans related to own function. • Analyzes the local software architecture components and products. • Tests key features for the entire software infrastructure environment. Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation. Level Extensive Experience: • Emphasizes the business impact of failure and the criticality and timing of needed resolution so that problems can be avoided in the future. • Creates trouble reports for all issues found and reviews solutions for completeness and correctness. • Directs the resolution of communications problems in multi-vendor environments. • Resolves a variety of hardware, software, and communications malfunctions. • Coaches others on advanced diagnostic techniques and tools for unusual or performance-related problems. • Facilitates the distribution of releases reports and correction packages to departments or clients. Technical Writing/Documentation: Knowledge of technical writing; ability to write technical documents such as manuals, reports, guidelines or documents on standards, processes and applications. Level Extensive Experience: • Conducts training on alternative documentation delivery mechanisms, tools and techniques. • Manages cost items in producing and maintaining documentation. • Designs and implements formal methodologies for producing documentation. • Collaborates with support function managers, the product management team, and design engineers with writing projects. • Supervises the analysis, design and data collation on large documentation initiatives. • Establishes and references best practices for existing and planned tools and delivery vehicles for proper documentation.
• What you will get:
• Work Life Harmony
• Earned and medical leave.
• Relocation assistance

Holistic Development

Health and Wellness

Financial Wellness

Additional Information

Posting Dates