ServiceNow Analytics Consultant and Metrics Reporting Lead

Custom Software Engineer

Project Role : Custom Software Engineer
Project Role Description : Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.
Must have skills : ServiceNow
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Role: ServiceNow Analytics Consultant / Metrics & Reporting Lead
Job description:
We re seeking a ServiceNow Platform Analytics & Performance Analytics Consultant who will also serve as a Metrics and Reporting Lead. In this role, you ll be responsible for the delivery and accuracy of contractual and operational metrics—transforming operational data into meaningful insights that strengthen client relationships and drive continuous improvement. This role blends analytics expertise, ITIL process understanding, and strong data handling skills.
Roles and responsibilities:
Build real time reports and dashboards using ServiceNow Platform Analytics and native reporting
Configure Performance Analytics indicators, scorecards, breakdowns, and trend dashboards.
Experience in ServiceNow Platform Analytics and Performance Analytics tools
Experience in PowerBI reporting combining data across multiple sources including ServiceNow
Build and deliver monthly, quarterly, and ad hoc client reports covering SLAs, KPIs, service health, and operational trends.
Interpret operational data and communicate insights during governance meetings into actionable narratives.
Ensure reporting aligns with contractual obligations and client expectations.
Ensure metrics and narratives are captured in our weekly, monthly and quarterly client presentation decks
Maintain a scalable metrics catalog and reporting framework.
Identify trends and patterns that highlight improvement opportunities.
Recommend and track initiatives that enhance service quality and operational efficiency
Skill requirements:
Hands on experience with ServiceNow Platform Analytics and Performance Analytics.
Experience working with PowerBI reporting in alignment with ServiceNow and JIRA
Proficiency in SQL (including joins) for data extraction and validation
Proficiency in Microsoft PowerPoint and Excel to build reports and presentation decks
Strong understanding of ITIL and ITSM processes.
Proven ability to turn operational data into actionable insights.
Excellent communication skills and comfort in client facing environments.