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.

How we LEAD:

The Data & Analytics Engineer, Service Now is responsible for delivering trusted reporting, insights, and performance measurement across the Service Now platform and product domains.

This role defines KPI and metric standards, builds dashboards and scorecards, automates data quality checks, and enables stakeholders to make data-driven decisions on service performance, adoption, and delivery outcomes.

Working as part of a global Service Now team across multiple time zones, the role partners closely with platform and product leadership to improve transparency, value realization, and continuous improvement.

How You’ll CREATE:

• Own Service Now reporting and analytics delivery (dashboards, scorecards, operational and executive reporting)
  Define and standardize 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 prioritization

• Collaborate effectively with a global Service Now team across multiple time zones and handoffs

Bring Your VIBE:

• 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

Perks Playlist:

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