ITSM Reporting Specialist

Danaher Corporation; United States; À distance; USD 90 000 - 130 000; Plein temps

Résumé du poste

Danaher is seeking an ITSM Reporting Specialist to own ServiceNow reporting, dashboards, and KPI governance, delivering insights across ITSM processes. You will partner with process owners and platform teams to ensure data quality and actionable outcomes.

The role emphasizes hands-on development of reports and analytics, leveraging Power BI and Performance Analytics to provide executive visibility and drive continuous improvement.

Qualifications

• Bachelor's degree in a STEM-related field or equivalent experience.
• 3–5+ years of experience in IT Service Management, reporting, analytics, ServiceNow administration, or related discipline.
• Strong hands-on experience developing ServiceNow reports, dashboards, scorecards, performance metrics, and executive-level reporting solutions.
• Working knowledge of ITIL-based ITSM processes (Incident, Problem, Change, Request, Knowledge, Configuration Management).

Responsabilités

• Design, develop, and maintain ServiceNow reports, dashboards, scorecards, and Performance Analytics solutions for operational, management, and executive visibility.
• Develop and automate ITSM reporting and KPI frameworks to deliver actionable insights across incident, problem, change, request, knowledge, CMDB, asset, and service catalog performance.
• Analyze service delivery metrics and trends to identify opportunities for improvement and risk mitigation.
• Establish and uphold reporting governance, dashboard standards, visualization best practices, and data consistency requirements.
• Partner with ITSM Process Owners and platform teams to define reporting requirements, success measures, and resolve data quality issues.

Connaissances

ServiceNow reporting

Power BI

Excel

Analytical thinking

Stakeholder management

Formation

Bachelor's degree in a STEM field or equivalent experience

Outils

ServiceNow

Performance Analytics

Description du poste

The ITSM Reporting Specialist is responsible for delivering actionable insights, operational reporting, and executive-level dashboards that enable data-driven decision making across Enterprise Service Management processes. This role serves as the primary owner for ServiceNow reporting, performance analytics, KPI governance, and service management metrics. In this role, you will have the opportunity to:

• Design, develop, and maintain ServiceNow reports, dashboards, scorecards, and Performance Analytics solutions that provide operational, management, and executive visibility into IT service performance.
• Develop and automate ITSM reporting and KPI frameworks, delivering actionable insights on incident, problem, change, request, knowledge, CMDB, asset, and service catalog performance while reducing - manual reporting effort.
• Analyze service delivery metrics and trends, including ticket volume, backlog, aging, MTTR, change success rates, problem trends, knowledge adoption, and service request performance, identifying opportunities for continuous improvement and risk mitigation.
• Establish and uphold reporting governance, dashboard standards, visualization best practices, and data consistency requirements, ensuring accurate and reliable reporting across ITSM processes.
• Partner with ITSM Process Owners, ServiceNow Platform teams, CMDB teams, and project stakeholders to define reporting requirements, develop success measures, and resolve data quality issues that impact reporting accuracy and decision-making.
• Bachelor's degree in a STEM-related field or equivalent experience, with 3-5+ years of experience in IT Service Management, reporting, analytics, ServiceNow administration, or a related discipline.
• Strong hands-on experience developing ServiceNow reports, dashboards, scorecards, performance metrics, and executive-level reporting solutions.
• Working knowledge of ITIL-based ITSM processes, including Incident, Problem, Change, Request, Knowledge, and Configuration Management, coupled with strong analytical and problem-solving skills.
• Proven ability to partner with stakeholders across technical and business functions, with strong communication, requirements gathering, and stakeholder management capabilities.
• Proficiency with reporting and analytics tools such as Excel, Power BI, and ServiceNow Performance Analytics, including the ability to translate service data into actionable business insights.

It would be a plus if you also possess previous experience in:

• ServiceNow certifications, including Certified System Administrator (CSA), Certified Implementation Specialist (CIS-ITSM), and/or ITIL Foundation Certification.
• Experience with CMDB/CSDM reporting, service data models, and ServiceNow Performance Analytics configuration.
• Experience supporting enterprise-scale ServiceNow environments and leveraging advanced analytics technologies such as Power BI, SQL, Python, or similar platforms.

At Danaher, our work saves lives. And each of us plays a part. Fueled by our culture of continuous improvement, we turn ideas into impact - innovating at the speed of life.

Our 60,000+ associates work across the globe at more than 15 unique businesses within life sciences, diagnostics, and biotechnology. Are you ready to accelerate your potential and make a real difference? At Danaher, you can build an incredible career at a leading science and technology company, where we're committed to hiring and developing from within. You'll thrive in a culture of belonging where you and your unique viewpoint matter. Learn about the Danaher Business System which makes everything possible., Check out our benefits at Danaher Benefits Info (https://leplb1040.upoint.alight.com/ah-angular-afirst-web/#/web/danaher/cp/preauth-home). At Danaher, we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Danaher can provide. Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. For more information, visit www.danaher.com.

• Danaher offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job.