ITSM & BI Reporting Consultant — Hybrid Contract

JKV International; Charlotte (NC); Hybrid; USD 90,000 - 130,000; Full time

Job summary

JKV International is seeking an experienced ITSM/ITIL Consultant with BI reporting expertise to support ITSM processes, reporting, analytics, KPI development, and continuous service improvement. The role emphasizes ITIL/ITSM knowledge, hands-on ServiceNow experience, and BI dashboard development (Power BI/Tableau) using IT operational data.

The consultant will collaborate with ITSM process owners, ServiceNow teams, IT operations, and business stakeholders to enhance IT service visibility and

Qualifications

• 7+ years of experience in IT Service Management (ITSM), ITIL, or Service Management.
• Strong understanding of ITIL / ITIL 4 principles and ITSM processes.
• Hands-on experience with ServiceNow ITSM.
• Strong knowledge of Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, and Service Level Management.
• 3+ years of experience in Business Intelligence reporting, data analysis, or dashboard development.
• Hands-on experience with Power BI and/or Tableau.
• Experience developing ITSM operational and management dashboards.
• Experience working with ServiceNow data for reporting and analytics.
• Strong understanding of ITSM KPIs, SLA metrics, operational metrics, and service performance reporting.
• Strong SQL skills for querying and analyzing data.
• Experience with data validation, data analysis, and reporting automation.
• Ability to gather requirements and translate business requirements into reporting solutions.
• Strong analytical, problem-solving, communication, and stakeholder management skills.
• Ability to work effectively in a hybrid environment in Charlotte, NC.

Responsibilities

• Analyze, document, and improve IT Service Management processes using ITIL best practices.
• Support and provide functional expertise across Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, and Service Level Management.
• Work with ServiceNow teams to understand ITSM workflows, data, configurations, and reporting requirements.
• Develop and maintain BI dashboards, reports, scorecards, and management reporting for ITSM operations.
• Translate business and ITSM reporting requirements into KPIs, metrics, dashboards, and reporting specifications.
• Analyze ServiceNow and other IT operational data to identify trends, performance gaps, and opportunities for improvement.
• Develop reports and dashboards for metrics including incident volume, incident backlog, aging, MTTR, SLA compliance, SLA breaches, change success rate, emergency changes, problem backlog, recurring incidents, and service performance.
• Extract, transform, analyze, and validate ITSM data for reporting and analytics.
• Work with stakeholders to establish standardized KPI definitions, reporting logic, and data requirements.
• Identify data quality issues and coordinate with technical teams to resolve reporting discrepancies.
• Automate manual reporting processes and improve reporting efficiency.
• Provide data-driven insights and recommendations to ITSM process owners and IT leadership.
• Support ITSM governance, compliance reporting, and continuous improvement initiatives.
• Prepare executive-level dashboards, reports, and presentations.
• Collaborate with ServiceNow administrators, developers, IT operations, application teams, data teams, and business stakeholders.
• Participate in requirements gathering, process reviews, reporting enhancements, and implementation activities.
• Document processes, reporting requirements, KPIs, and business rules.

Skills

ITIL / ITIL 4

ITSM processes

Stakeholder management

Analytical thinking

Communication

Tools

ServiceNow ITSM

Power BI

Tableau

SQL

Job description

JKV International is seeking an experienced ITSM/ITIL Consultant with BI reporting expertise to support ITSM processes, reporting, analytics, KPI development, and continuous service improvement. The role emphasizes ITIL/ITSM knowledge, hands-on ServiceNow experience, and BI dashboard development (Power BI/Tableau) using IT operational data.

The consultant will collaborate with ITSM process owners, ServiceNow teams, IT operations, and business stakeholders to enhance IT service visibility and