Remote ITSM SLA & KPI Analytics Lead

Cognizant; Bismarck (ND); On-site; USD 83,000 - 92,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant in the United States is seeking an ITSM SLA Tracking & Reporting Lead to govern SLAs, OLAs, KPIs, and XLAs across a large Infrastructure Managed Services environment. This role partners with operations, service delivery leaders, and customer stakeholders to ensure reporting accuracy, transparency, and data-driven decisions using SDP, Power BI, and advanced Excel.

You will collaborate with cross-functional teams to maintain dashboards, scorecards, and governance reports, delivering

Qualifications

• 7+ years of experience in ITSM reporting, SLA management, service governance, or operational analytics.
• 3+ years of hands-on experience with ManageEngine ServiceDesk Plus reporting and dashboard development.
• Experience supporting Infrastructure Managed Services, IT Operations, or Enterprise Service Desk environments.
• Proven experience delivering executive-level operational reporting and governance presentations.
• Experience working within multi-vendor and globally distributed service delivery environments.

Responsibilities

• Own and govern contractual SLAs, OLAs, KPIs, and XLAs across Infrastructure Managed Services, ensuring service commitments are measured accurately and reported consistently.
• Monitor and analyze service performance across Service Desk, End User Services, Cloud, Network, Compute, Storage, Database, and Security operations, proactively identifying trends, risks, and improvement opportunities.
• Design, develop, and maintain operational dashboards, executive scorecards, and performance visualizations using Power BI to provide actionable insights to leadership and customers.
• Serve as the subject matter expert for ManageEngine ServiceDesk Plus reporting by creating, customizing, and maintaining reports, dashboards, KPIs, scorecards, and automated reporting solutions.
• Prepare and publish daily, weekly, monthly, quarterly, and executive governance reports that clearly communicate service performance, SLA attainment, risks, and business outcomes.
• Leverage advanced Microsoft Excel capabilities including PivotTables, Power Query, XLOOKUP/VLOOKUP, formulas, automation, and trend analysis to support operational reporting and decision-making.
• Track and report key service management metrics including SLA compliance, incident resolution, major incident performance, service request fulfillment, change success rates, problem management effectiveness, backlog aging, availability, and customer satisfaction.
• Ensure reporting data is accurate, consistent, traceable, and audit-ready by validating ticket categorizations, assignment groups, priorities, closures, SLA configurations, and underlying service management data.
• Facilitate SLA review meetings, Monthly Service Reviews (MSRs), Quarterly Business Reviews (QBRs), and operational governance sessions with internal leadership and customer stakeholders.
• Identify SLA breaches, performance gaps, operational risks, and service improvement opportunities while driving corrective actions, automation initiatives, reporting enhancements, and measurable business outcomes.

Skills

ITSM reporting

SLA management

Governance

Executive reporting

Stakeholder engagement

Tools

ManageEngine ServiceDesk Plus

Power BI

Advanced Excel

Job description

Cognizant in the United States is seeking an ITSM SLA Tracking & Reporting Lead to govern SLAs, OLAs, KPIs, and XLAs across a large Infrastructure Managed Services environment. This role partners with operations, service delivery leaders, and customer stakeholders to ensure reporting accuracy, transparency, and data-driven decisions using SDP, Power BI, and advanced Excel.

You will collaborate with cross-functional teams to maintain dashboards, scorecards, and governance reports, delivering