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Role - ServiceNow Reporting & Platform Analytics Specialist
Experience- 9-13yrs
Job Location- Chennai / Hyderabad
Mode of work- Hybrid
Role Overview
We are seeking an experienced ServiceNow Reporting & Platform Analytics Specialist with 9–12 years of industry experience, strong expertise in ITSM data analysis, and hands-on capabilities in ServiceNow reporting and Platform Analytics. The ideal candidate will play a key role in driving data-driven insights, operational excellence, and reporting standardization within ITSM processes.
Exposure to Now Assist, AI-driven analytics, and ServiceNow Agentic AI capabilities will be an added advantage.
Key Responsibilities
• Design, develop, and maintain ServiceNow reports, dashboards, and Performance Analytics indicators aligned with ITSM KPIs and business objectives
• Build scalable and reusable data models, data sources, and reporting frameworks within ServiceNow
• Analyze ITSM data (Incident, Problem, Change, Request, etc.) to identify trends, bottlenecks, and improvement opportunities
• Leverage Platform Analytics (Performance Analytics) to deliver proactive insights and predictive reporting
• Collaborate with stakeholders to gather reporting requirements and translate them into meaningful dashboards and actionable insights
• Ensure data quality, governance, and consistency across reports and analytics solutions
• Develop and maintain data definition documents and reporting standards
• Drive automation in reporting processes, including scheduled reports, alerts, and KPI monitoring
• Support leadership with executive-level dashboards and storytelling using ITSM data
• Explore and implement emerging capabilities such as:
o Now Assist (GenAI features for ServiceNow)
o Agentic AI use cases for intelligent insights and automation
o AI-driven anomaly detection and predictive analytics
Required Skills & Experience
Core Experience
• 9–12 years of overall IT experience with strong ServiceNow reporting expertise
• Hands-on experience in:
o ServiceNow Reports and Dashboards
o Performance Analytics (Platform Analytics)
o Data modeling and reporting best practices
ITSM Knowledge
• Strong understanding of ITSM processes:
o Incident Management
o Problem Management
o Change Management
o Service Request Management
• Ability to map business KPIs to ITSM metrics and reporting frameworks
Data Analytics Skills
• Strong analytical mindset with ability to:
o Perform data analysis, validation, and cleansing
o Identify trends, anomalies, and correlations
o Convert data into actionable insights and recommendations
• Experience with:
o Data interpretation and storytelling
o Root cause analysis using ITSM datasets
Technical Skills
• ServiceNow:
o Reporting & Dashboard development
o Performance Analytics / Platform Analytics
o Data sources, indicators, breakdowns
• Familiarity with:
o SQL / data querying concepts
o Integration of ServiceNow data with external tools (good to have)
Good to Have Skills
• Experience with:
o Now Assist (ServiceNow GenAI capabilities)
o ServiceNow Agentic AI / AI Agents
o AI/ML-driven analytics for ITSM
• Exposure to:
o Power BI or other BI tools
o Automation (RPA or scripting for reporting workflows)
Soft Skills
• Strong stakeholder management and communication skills
• Ability to present insights to executive leadership
• Detail-oriented with focus on data accuracy and governance
• Self-driven with ability to work in fast-paced, evolving environments
Click on Apply to know more.