IT Service Management

Job Title

Senior ITSM Reporting and Dashboard Analyst / Developer

Oakland, CA (Hybrid – onsite 1‑2 times per week at Oakland, San Ramon, Fairfield, or Sacramento)

July 20, 2026 – December 31, 2026

No mileage or travel expenses will be reimbursed. 5% travel – local travel only.

• Power BI & Service Now reporting expertise: build dashboards, reports, and performance analytics.
• ITSM metrics & KPI development: define, measure, and translate meaningful metrics.
• Stakeholder engagement & governance reporting: partner with process owners and leadership.

We are seeking a senior‑level analyst/developer to design, develop, and guide reporting and dashboard solutions across ITSM processes and governance while supporting the transition from BMC Remedy to Service Now ITSM/ITOM. The role will define the overall reporting approach, evaluate platform strategy, and provide actionable insights to support governance, compliance, and continuous improvement.

• Design, develop, and maintain end‑to‑end Power BI solutions (data ingestion, Power Query/M, semantic data modeling, advanced DAX).
• Create interactive dashboards with drill‑downs, filters, and role‑based views for operational and executive audiences.
• Integrate data from multiple sources (Service Now, SharePoint, Excel, Remedy) and optimize performance through efficient modeling and query design.
• Develop Service Now reports and dashboards across ITSM modules (incident, change, problem, task, request, CMDB).
• Configure Service Now Performance Analytics (indicators, breakdowns, scorecards, widgets) and build advanced reports with filters and logic reflecting lifecycle behavior.
• Design data models and metrics that reflect real‑world ITSM conditions, validate accuracy, and maintain a standardized metrics and KPI library.
• Develop reporting for governance forums (ITSM Governance Review Board, CAB, leadership reviews) and support governance intake, demand tracking, and approvals.
• Analyze data to identify trends, anomalies, and improvement opportunities; resolve data quality issues and document metric definitions.
• Engage stakeholders to gather reporting requirements, translate needs into solutions, communicate insights, and provide data‑driven recommendations.

• Bachelor’s degree in IT, Data Analytics, Business, or related field (or equivalent experience).
• 7+ years in reporting, analytics, business intelligence, or ITSM performance reporting.
• 5+ years of Power BI development (DAX, Power Query, data modeling).
• 5+ years of Service Now reporting across ITSM/ITOM/FSM.
• Hands‑on experience with Service Now Performance Analytics (indicators, breakdowns, scorecards, trending).
• Strong knowledge of ITSM processes and lifecycle (Incident, Change, Problem, Work Orders, Requests, SLA).

• Service Now Certified Implementation Specialist – Platform Analytics (CIS‑PA) or equivalent.
• ITIL Foundation certification.
• Microsoft Power BI certification.
• Experience supporting executive or governance reporting.

• Power BI (DAX, Power Query, data modeling, dashboards)
• Service Now reporting and dashboards
• KPI and metrics development
• Data analysis and validation
• SQL and data integration
• Dashboard design and data storytelling

• Delivery of accurate, trusted ITSM dashboards and reports.
• Improved visibility into ITSM performance and aging work.
• Adoption of reporting by leadership and stakeholders.
• Clear, actionable insights supporting governance decisions.
• Improved data quality and reporting consistency.