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ITSM Reporting Specialist
Danaher Corporation. Design, develop, and maintain ServiceNow reports, dashboards, scorecards, and Performance Analytics solutions .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing and developing ServiceNow reports, dashboards, and performance analytics solutions while ensuring data quality and governance. Proficient in translating service data into actionable insights and collaborating with stakeholders across technical and business functions.
Highest-signal resume keywords
ServiceNow Report DevelopmentITIL-Based ITSM ProcessesPerformance Analytics SolutionsData Quality ManagementStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ServiceNow AdministrationReporting Framework DevelopmentKPI Framework AutomationData AnalysisPerformance Metrics
Soft Skills
Analytical SkillsProblem-Solving SkillsCommunication SkillsRequirements GatheringCollaboration
Tools & Technologies
ExcelPower BIServiceNow Performance Analytics
Industry Keywords
IT Service ManagementIncident ManagementProblem ManagementChange ManagementConfiguration Management
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Design, develop, and maintain ServiceNow reports, dashboards, scorecards, and Performance Analytics solutions
- Develop and automate ITSM reporting and KPI frameworks
- Deliver actionable insights on incident, problem, change, request, knowledge, CMDB, asset, and service catalog performance
- Analyze service delivery metrics and trends, including ticket volume, backlog, aging, MTTR, change success rates, problem trends, knowledge adoption, and service request performance
- Identify opportunities for continuous improvement and risk mitigation
- Establish and uphold reporting governance, dashboard standards, visualization best practices, and data consistency requirements
- Partner with ITSM Process Owners, ServiceNow Platform teams, CMDB teams, and project stakeholders
- Define reporting requirements and success measures
- Resolve data quality issues affecting reporting accuracy and decision-making
Requirements
What you’ll need- Bachelor's degree in a STEM-related field or equivalent experience
- 3-5+ years of experience in IT Service Management, reporting, analytics, ServiceNow administration, or a related discipline
- Strong hands-on experience developing ServiceNow reports, dashboards, scorecards, performance metrics, and executive-level reporting solutions
- Working knowledge of ITIL-based ITSM processes, including Incident, Problem, Change, Request, Knowledge, and Configuration Management
- Strong analytical and problem-solving skills
- Ability to partner with stakeholders across technical and business functions
- Strong communication, requirements gathering, and stakeholder management capabilities
- Proficiency with Excel, Power BI, and ServiceNow Performance Analytics
- Ability to translate service data into actionable business insights
Benefits
Comp & perks- Health care program
- Paid time off
- Remote work arrangement for eligible roles
- Flexible working arrangements
- Career development and hiring-from-within opportunities
- Culture of belonging