Data & Analytics Engineer, ServiceNow

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

• Own Service Now reporting and analytics delivery (dashboards, scorecards, operational and executive reporting)
• Define and standardise KPI/metric definitions in partnership with Platform and Product leadership
• Build and maintain reporting datasets, extracts, and integrations to downstream BI tools where required
• Implement automated data quality checks and reconcile reporting anomalies with domain owners
• Develop and maintain self-service analytics assets (dashboards, filters, drill downs) for internal customers
• Provide insights on demand, throughput, SLA performance, adoption, and operational bottlenecks
• Enable release and operations reporting (change success, defect leakage, incident trends, backlog health)
• Document metric definitions and reporting artefacts to ensure auditability and consistency
• Support stakeholders with ad-hoc analysis using governed data sources and agreed prioritisation
• Collaborate effectively with a global Service Now team across multiple time zones and handoffs

• Strong analytical capability; translate business questions into measurable KPIs and reporting solutions
• Advanced communication skills; present insights to technical and non-technical stakeholders
• Strong data literacy including SQL concepts and data validation / reconciliation techniques
• Experience building dashboards and operational reporting (Service Now Reporting/Performance Analytics, Power BI/Tableau)
• Ability to operate effectively in a global, multi-time zone team and manage priorities through agreed intake processes

• 5+ years of experience in analytics, reporting, or data engineering roles in an enterprise environment
• 3+ years of experience delivering Service Now reporting/analytics (Reporting, Performance Analytics, or equivalent)
• Experience defining metric standards and KPI scorecards with multiple stakeholder groups
• Experience working with data sources/integrations and producing governed datasets for reporting consumption
• Experience supporting operational reporting and continuous improvement (SLA, incident trends, backlog and delivery metrics)
• Experience working effectively with distributed teams across multiple time zones
• Bachelor’s degree (or equivalent work experience) in IT, Data/Analytics, Engineering, or related discipline
• Service Now certifications preferred (CSA; Performance Analytics/Reporting micro-certification a plus)
• BI/analytics tooling experience (Power BI/Tableau) and SQL capability preferred

• Comprehensive medical, dental, and vision coverage
• Including 100% coverage for out-patient in-network mental health services
• Fertility coverage for eligible medical plan participants
• Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
• Student Loan Repayment Assistance and Tuition Reimbursement
• 401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution
• A variety of ways to prioritise much-needed time away from work including:
• Flexible Paid Time Off (PTO) for exempt employees
• 3-weeks PTO for non-exempt employees
• 2-weeks paid Winter Break
• 10 Company Holidays (including Juneteenth and Wellbeing Day)
• Summer Fridays (between Memorial Day and Labour Day)

Disclaimer:
This job description only provides an overview of job responsibilities that are subject to change.

Universal Music Group is an Equal Opportunity Employer. We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah. Please note, UMG is not enrolled in E-Verify in California and New York, and cannot support employment of candidates whose employer must enroll in E-Verify, for example candidates on STEM-OPT.

E-Verify Participation Poster:
English / Spanish

E-Verify Right to Work Poster:
English | Spanish

Job Category:
Technology Salary Range: $75,000 - $130,000

We are Universal Music Group, the world’s leading music company. We are the home for music’s greatest artists, innovators and entrepreneurs.