ServiceNow Analyst & Reporting Specialist

Description

This position is an onsite position and available to be filled at any Huntington Corporate office location including:

• Birmingham, AL
• Atlanta, GA
• Houston, Tx

Description

This position is an onsite position and available to be filled at any Huntington Corporate office location including:

• Birmingham, AL
• Tupelo, MS
• Atlanta, GA
• Houston, Tx
• Dallas, TX

The role requires strong analytical skills, a deep understanding of Service Now, and the ability to translate complex data into actionable insights for decision-making. Understanding of the foundational principles of ITIL along with the underlining metrics associated to Incident, Problem, Change and Release Management required.



Key Responsibilities

• Capture reporting and metrics requirements while working with key stakeholders across multiple functional and matrix teams.
• Collaborate with stakeholders to understand reporting requirements and translate them into actionable reports and metrics.
• Design and implement custom reports, dashboards, and metrics using Service Now reporting tools and other relevant technologies.
• Support ITSM processes with building, updating and interpreting Service Now reports for Incident, Problem and Change Management.
• Support daily Production Operations calls (and reporting) with preview of regional infrastructure and application availability status.
• Create executive level presentations to support monthly and quarterly review of key leading and lagging measurements; presentation to be supported by a rich set of dashboards and Service Now reports.
• Analyze data trends and patterns to identify opportunities for process improvement and optimization.
• Build and automate daily, weekly, monthly, and quarterly reports to track key performance indicators (KPIs) and metrics.
• Ensure data accuracy, integrity, and consistency across all reporting platforms and systems.
• Provide expertise and guidance on best practices for reporting and data visualization within Service Now.
• Train and support users in generating and interpreting reports from Service Now.
• Stay up to date with the latest Service Now features, enhancements, and reporting capabilities.
• Collaborate with cross-functional teams to drive data-driven decision-making processes.
• Understand underlining metrics associated with Financial Service Operations, IT Operations Management (CMDB), IT Asset Management (Hardware and Software), Security Operations (Vulnerability Response), Application Portfolio Management, Strategic Portfolio Management, HR Service Delivery, Workplace Service Delivery, Integrated Risk Management, Business Continuity Management, and Platform Services.

Basic Qualifications

• Bachelor's Degree or 4+ additional years of equivalent experience.
• 1+ year of related experience in Service Now, including extensive knowledge of reporting functionalities and capabilities.

Preferred Qualifications

• 1+ years of professional experience with Service Now Modules such as Performance Analytics, PAE, Incident Mgmt, Problem Mgmt, Knowledge Mgmt, Release Mgmt, Instance Mgmt, Health Scan Data, and Automated Testing Framework (ATF).
• 1+ years of experience building complex reports, dashboards, and metrics using Service Now Performance Analytics or native Service Now reporting (PAE)
• Proven experience working with Service Now, including extensive knowledge of reporting functionalities and capabilities
• Excellent analytical skills with the ability to interpret data and present insights in a clear and concise manner.
• Demonstrated experience in developing and implementing reporting solutions to support business objectives.
• Excellent communication skills with all levels of IT and line of business organization and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment with tight deadlines.
• Experience working as a Business Systems Analyst (BSA), Quality Assurance (QA) Tester, Service Now Developer, or using Microsoft Excel/PowerPoint is a plus.

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Yes

Workplace Type

Office

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement.…