ServiceNow ITSM Reporting Consultant

We are seeking an experienced Service Now ITSM Reporting & Analytics Consultant to design, implement, and manage enterprise reporting, dashboards, scorecards, KPI governance, and analytics capabilities within the Service Now platform. The ideal candidate will have strong hands‑on experience with Service Now Platform Analytics, ITSM reporting, data quality, and enterprise KPI management.

• Design, configure, and implement enterprise Service Now reporting and analytics solutions, including reports, dashboards, scorecards, and scheduled reporting.
• Develop and administer Platform Analytics capabilities, including indicators, KPIs, breakdowns, targets, scorecards, trend analysis, and forecasting.
• Build executive, operational, and interactive dashboards that provide actionable ITSM and service‑performance insights.
• Establish reporting standards, KPI governance, data collection strategies, and scalable analytics processes.
• Perform data validation, cross‑table analysis, and calculation logic reviews to ensure reporting accuracy and data integrity.
• Identify and resolve data‑quality issues that could impact reporting reliability and stakeholder confidence.
• Partner with ITSM, business, and technical stakeholders to translate reporting requirements into effective Service Now solutions.
• Lead or contribute to enterprise‑scale Service Now analytics implementations and reporting initiatives.
• Develop documentation, standards, and knowledge‑transfer materials while mentoring internal teams on Service Now reporting and analytics.
• Support continuous improvement of Service Now reporting capabilities, processes, and governance.

• 5+ years of hands‑on experience implementing Service Now reporting and analytics solutions.
• Service Now Certified Implementation Specialist – Platform Analytics certification or current equivalent certification.
• Strong experience with:
  • Advanced reporting and dashboard administration
  • Scheduled reports, drill downs, and role‑based reporting
  • Platform Analytics and KPI configuration
  • Indicators, scorecards, and breakdowns
  • Targets, trends, and forecasting
  • Executive and operational dashboards
  • Interactive Analytics
  • ITSM service‑performance reporting
  • Data validation and reporting accuracy
  • Cross‑table analysis and calculation logic
• Proven experience leading or materially contributing to at least two enterprise Service Now analytics implementations.
• Strong understanding of ITSM processes and Service Now data structures.
• Excellent analytical, communication, stakeholder management, and problem‑solving skills.

• Experience supporting a Service Management Office, ITSM Center of Excellence, or enterprise ITSM governance function.
• Experience establishing enterprise KPI and reporting governance frameworks.
• Service Now administration or implementation experience beyond reporting and analytics.
• Experience working in large‑scale enterprise Service Now environments.