Senior ITSM Business Intelligence Analyst

Toptal; New York (NY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Toptal is hiring a Senior ITSM Business Intelligence Analyst to support its enterprise reporting and KPI modernization initiative. This role is for a stakeholder-facing Power BI professional who will modernize KPI reporting frameworks and build scalable dashboards. You will work closely with operational teams and deliver executive-ready insights.

Requirements include 8+ years of Power BI experience and 3+ years in ITSM environments. The position is freelance with flexible onsite requirements in New York or Plano.

Qualifications

• 8+ years of experience with Power BI.
• 3+ years of experience with ITSM environments.
• Ability to build KPI dashboards and operational reporting frameworks.

Responsibilities

• Modernize KPI reporting frameworks across IT operations.
• Build scalable Power BI dashboards leveraging ServiceNow.
• Support continuous improvement initiatives and operational reporting maturity.

Skills

Power BI expertise

Stakeholder communication

ITSM environments experience

Dashboard development

Operational reporting

Tools

ServiceNow

Job description

We are hiring a Senior ITSM Business Intelligence Analyst to support long-term enterprise reporting and KPI modernization initiative with a global organization.

This role is ideal for a stakeholder-facing Power BI professional who enjoys transforming operational data into executive-level insights and scalable reporting frameworks.

The engagement will focus on redesigning and improving IT service management (ITSM) reporting, helping leadership gain better visibility into IT operations, incident management, service performance, and operational trends through modern dashboards and KPI frameworks.

Must-Have Skills:

• 8+ years of experience with Power BI
• 3+ years of experience with ITSM environments
• Strong Power BI expertise with hands‑on dashboard development and reporting
• Experience working with ServiceNow and/or ITSM environments
• Ability to build KPI dashboards and operational reporting frameworks
• Strong stakeholder communication and business-facing experience
• Experience translating operational data into actionable insights
• Hybrid onsite availability in Plano/Dallas, TX

What You’ll Be Doing:

• Modernize KPI reporting frameworks across IT operations and service management
• Build scalable Power BI dashboards leveraging ServiceNow and operational data
• Improve reporting automation and reduce manual reporting efforts
• Partner with operational and data teams to define reporting requirements
• Deliver executive‑ready dashboards and performance insights
• Support continuous improvement initiatives and operational reporting maturity

Engagement Highlights:

• This is a FREELANCE role
• This is an ONSITE role in Plano or NY office. The client prefers a senior person with recent ITSM/ServiceNow and Power BI experience.
• MUST be able to work on‑site 3 days per week
• 40 Hrs/Week FREELANCE 1099 Individual Contractor
• No visa sponsorship or support; H1B/F1 holders not accepted; requires open work eligibility status

Your Backgrounds:

• Business Intelligence Analyst
• Power BI Developer with stakeholder-facing experience

If you have strong Power BI experience and exposure to ServiceNow or ITSM reporting environments, I’d love to connect.