Job Description As a Service Performance Management Reporting Analyst, you get to: Monitor and query the IT Service Delivery platform to analyze demand, usage, and performance Use data analytics to provide actionable, timely and accurate reporting to improve service delivery, infrastructure management, and conduct proactive problem and incident management Works with the ITSM Process Leads and Customer Engagement Teams to identify and monitor process performance and Service Provider performance Analyze, define, and report on trends identified in the data Facilitate Technical Exchange Meeting related to data structure, quality assurance, and reporting Leverage the various reporting and presentation tools to provide analysis and recommendations Design and build dashboards and reports in ServiceNow and/or Tableau to support our Program, Governance, and Service Providers Manipulates and simplifies large data sets to find, extract, and summarize key records and features, and to explain their relevance to operational issues Produces finished analysis products which are suitable for presentation to senior leadership with little or no oversight or review Actively checks event data and other records to understand operational trends and to discover potential issues PR: 50-57/HR We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements An Active TS/SCI Clearance with Polygraph A Bachelor's Degree OR equivalent experience/4+ years of IT experience AND 1+ year of data analyst, Performance Management, and Service Delivery reporting A good understanding of ITSM delivery and ITIL processes One year experience conducting data analysis and creating dashboards in ServiceNow One year experience creating dashboards in Tableau Technical expertise regarding data models, database design development, data mining, and segmentation techniques Knowledge of statistics and experience with statistical tools to analyze data sets (ServiceNow, Excel, SPSS, or SAS) Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy ITIL Foundations Certification null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.