ITSM ITIL Consultant, BI Reporting

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

ITSM / ITIL Consultant BI Reporting

Job Title: ITSM / ITIL Consultant BI Reporting
Location: Charlotte, NC
Work Arrangement: Hybrid
Employment Type: Contract
Industry: Financial Services / Banking

Job Summary

We are seeking an experienced ITSM / ITIL Consultant with Business Intelligence (BI) Reporting experience to support IT Service Management processes, reporting, analytics, KPI development, and continuous service improvement.

The ideal candidate will have strong knowledge of ITIL and ITSM processes, hands-on experience with ServiceNow, and experience developing Power BI or Tableau dashboards and reports using IT operational data.

The consultant will work with ITSM process owners, ServiceNow teams, IT operations, and business stakeholders to improve IT service visibility, reporting, process performance, and operational decision-making.

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.

Required 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.

Preferred Qualifications

• ITIL 4 Foundation certification.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow CIS-ITSM certification.
• Experience with ServiceNow Performance Analytics.
• Experience developing ServiceNow reports and dashboards.
• Knowledge of CMDB and CSDM.
• Experience with IT Asset Management, IT Lifecycle Management, or IT License Management.
• Experience in banking or financial services.
• Experience with Agile/Scrum methodologies.
• Power BI certification or related BI certification.