IT Quality & Performance Management

This role plays a critical role in advancing data-driven decision-making across Global IT Service Delivery. It leads KPI governance, reporting, analytics, and workflow optimization to deliver actionable insights, improve efficiency, and sustain continuous service improvement.

• Act as a core contributor to data-driven strategy initiatives, providing analyses, dashboards, and insights for decision-making.
• Support definition, documentation, and lifecycle management of KPIs.
• Conduct data analysis to identify trends, root causes, and opportunities for improvement.
• Design and maintain dashboards in Service Now Platform Analytics & Performance Analytics, and occasionally Power BI.
• Build and maintain Service Now catalog items and record producers.
• Contribute to ITSM workflow improvements and task routing.
• Explore and implement automation and AI-driven solutions such as Power Automate, Service Now Workflow Studio, and AI Agent Studio.

• Experience working with KPIs, including definition, documentation, data validation, and usage.
• Strong analytical skills and ability to translate data into insights.
• Experience with ITSM tools and ITIL-based processes.
• Hands-on dashboard/report development experience in Service Now or Power BI.
• Understanding of catalog items, record producers, and ITSM task routing.
• Strong communication skills and proficiency in English.
• Ability to work independently and deliver high-quality output.

• Experience with Service Now (Performance Analytics, Platform Analytics, Catalog Builder, Workflow Studio).
• Experience with automation or AI solutions such as Power Automate, AI Agent Studio, or Copilot.
• Experience supporting Service Desk or Site Support.
• Experience in large or global organizations.

Ready to build the future with us? Apply now!