Platform Analytics Supervisor- ServiceNow & Operational Reporting

Department: Workplace Technology Employee Experience (Workplace Tech CX)

Department Description: At Ford, IT Service Management and Operations is the cornerstone of our business operations and is responsible for defining, developing, and maintaining critical capabilities enabling all information technology and business teams to deliver outstanding services to Ford employees and customers 

Role Description: We are seeking a skilled ServiceNow Platform Analytics to lead the design, development, and implementation of ServiceNow & Operational Reporting solutions. You will be responsible for the overall architecture, ensuring scalability, security, and alignment with business needs. You'll collaborate with stakeholders to gather requirements, define solutions, and provide technical leadership to the development team. Your expertise will drive the effective use of the ServiceNow platform & analytics to optimize IT service management and other business processes.

• Data analysis and interpretation:
  • Identifying patterns, trends, and anomalies in data. Ensure the data is refreshed on the Operational Metrics Sharepoint for Daily Reports, ITSM Operations Dashboard, Service BR for EPEO teams as per defined process and schedule 
  • Drive continuous improvement and helps organizations achieve their goals. 
• Data quality control:
  • Implementing and maintaining data quality standards to ensure accuracy and reliability of data analysis. 
  • Review the data before moving to PROD Environment for specific customer requirements
  • Review the workflows before moving to PROD for the changes incorporated based on customer request
  • Review the monthly Service BR Dashboard
• Team leadership and management:
  • Perform Audit checks on the Data Download self service tool 
  • Perform monthly check on the existing Dashboards in service now to proactively identify issues in lower environments
  • Strong prioritization skills that are data-driven 
  • Technical savvy and experience working with developers to guide on the customer requirements
  • Effective Resource allocation. 
  • Contribute to a high-performing product team that delivers meaningful outcomes.
  • Provides a way to track progress and hold individuals or teams accountable for their performance. 
  • Guiding, mentoring, and overseeing a team of analysts, ensuring their professional development and performance. 
• Collaboration and communication:
  • Working with cross-functional teams to support with the changes to the existing  data
  • Participate in monthly service managers connect meeting to align the service teams on the changes incorporated in Qlik Dashboards
  • Closely work with the GDIA team to understand the changes planned for Saas environment , impact to the Qlik dashboard and quickly identify actions to arrest business disruption
• Technology and tool management/Governance:
  • Implementing, and maintaining analytics tools and technologies to support data analysis. 
  • Ensure the changes to the existing dashboards, new development are implemented in a controlled and coordinated manner
• Business understanding:
  • Understanding the business objectives and challenges to tailor data analysis and insights to meet specific needs.

Required qualification and skills:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 12+ years of experience working with ServiceNow.
• Proven track record in leading large teams. 
• Strong understanding of IT Service Management (ITSM) and ITIL frameworks.
• ITIL V3 Certified
• Experience with Performance Analytics in Servicenow, Alteryx, Qliksense
• Exceptional communication and interpersonal skills.
• Ability to work effectively with many diverse cross-functional teams and manage multiple priorities.
• ServiceNow certifications: ITSM Fundamentals, Performance Analytics 
• ServiceNow Certified Implementation Specialist (CIS): In one or more key areas (ITSM, ITOM, HRSD, CSM).

Leadership Skills:

• Ability to provide technical guidance and mentorship to the development team.
• Experience reviewing and approving changes.
• Ability to enforce  standards and best practices.

Experience Level

Mid Level