ITSM Process & Analytics Analyst

Jobtailor; Chennai District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Jobtailor in Chennai, India, seeks an experienced ITSM reporting specialist to own ServiceNow analytics, dashboards, and KPIs, turning operations data into actionable insights for IT leadership.

You will partner with global teams to improve Knowledge, Request, and Service Level Management, define measurements, and drive continuous improvement across the ITSM function. The role requires hands-on ServiceNow reporting and familiarity with Power BI/Tableau to visualize results for stakeholders.

Qualifications

• ITSM experience with KPI/SLA reporting.
• Experience configuring ServiceNow reports/dashboards.
• Strong data-driven decision making.
• Familiarity with ITIL processes and controls.
• Knowledge of Power BI/Tableau integrations.
• Ability to translate requirements to technical teams.

Responsibilities

• Build and maintain ServiceNow reports, dashboards, scorecards, KPIs, and operational metrics for ITSM performance
• Analyze ITSM data to identify trends, quality issues, process gaps, and continuous improvement opportunities
• Establish measurements and drive accountability against defined improvement targets
• Translate ServiceNow data into recommendations and insights for process owners, operational teams, and IT leadership
• Support and mature ITSM process areas including Knowledge, Request, and Service Level Management
• Gather functional requirements and partner with the ServiceNow platform team on enhancements, testing, and implementation
• Support process standards, documentation, training, adoption, and continuous improvement
• Collaborate with ITSM, ServiceNow, IT Operations, and business stakeholders across a globally distributed organization
• Report to the Senior Manager, IT Service Management

Skills

ITSM Expertise

Analytical thinking

Stakeholder Management

Written & Verbal Communication

Collaboration

Independent Working

Education

ITIL Certification

ServiceNow Certification

Tools

ServiceNow

Power BI

Tableau

ServiceNow Performance Analytics

ServiceNow CMDB

CSDM

Employee Center

Service Operations Workspace

Job description

• Build and maintain ServiceNow reports, dashboards, scorecards, KPIs, and operational metrics for ITSM performance
• Analyze ITSM data to identify trends, quality issues, process gaps, and continuous improvement opportunities
• Establish measurements and drive accountability against defined improvement targets
• Translate ServiceNow data into recommendations and insights for process owners, operational teams, and IT leadership
• Support and mature ITSM process areas including Knowledge, Request, and Service Level Management
• Gather functional requirements and partner with the ServiceNow platform team on enhancements, testing, and implementation
• Support process standards, documentation, training, adoption, and continuous improvement
• Collaborate with ITSM, ServiceNow, IT Operations, and business stakeholders across a globally distributed organization
• Report to the Senior Manager, IT Service Management

Requirements

• 4+ years of relevant experience in ITSM, ServiceNow, IT Operations, reporting/analytics, or a related discipline
• Hands-on experience developing ServiceNow reports and dashboards
• Strong analytical skills and ability to turn operational data into business insights and recommendations
• Working knowledge of core ITSM processes and practices
• Experience defining, measuring, or reporting KPIs, SLAs, and operational performance metrics
• Ability to identify process improvement opportunities and drive implementation and adoption
• Experience gathering requirements and working with technical teams to deliver functional improvements
• Strong written and verbal communication and stakeholder management skills
• Ability to work independently while collaborating within a global team
• Experience with ServiceNow Performance Analytics
• Functional experience with Knowledge Management, Request Management, or Service Level Management
• Familiarity with ServiceNow CMDB, CSDM, Employee Center, or Service Operations Workspace
• ITIL and/or ServiceNow certification
• Experience with Power BI, Tableau, or similar analytics and visualization tools
• Working hours: 3:00 PM–12:00 AM

Core Competencies

Demonstrates expertise in IT Service Management (ITSM) with a strong focus on ServiceNow reporting, analytics, and process improvement. Proficient in translating operational data into actionable insights and recommendations while collaborating effectively with global teams.

Highest-signal resume keywords

• ServiceNow Reporting
• ITSM Process Improvement
• KPI Definition and Measurement
• Analytical Skills
• ITIL Certification

ATS Optimization Keywords

Hard Skills

• ServiceNow
• Reporting
• Analytics
• KPI Measurement
• SLA Reporting
• Process Improvement
• Knowledge Management
• Request Management
• Service Level Management
• Performance Metrics

Soft Skills

• Analytical Skills
• Stakeholder Management
• Written Communication
• Verbal Communication
• Collaboration

Certifications & Qualifications

• ITIL Certification
• ServiceNow Certification

Industry Keywords

• ITSM
• Operational Metrics
• Continuous Improvement
• Functional Requirements
• Global Team Collaboration

Tools & Technologies

• Power BI
• Tableau
• ServiceNow Performance Analytics
• ServiceNow CMDB
• CSDM
• Employee Center
• Service Operations Workspace