Senior ITSM Business Intelligence Analyst

Toptal; Plano (TX); Hybrid; USD 100,000 - 130,000; Full time

Job summary

Toptal is looking for a Senior ITSM Business Intelligence Analyst to lead the modernization of enterprise reporting and KPI frameworks. This role demands extensive experience in Power BI to create scalable dashboards and transform operational data into executive insights.

The ideal candidate will possess strong stakeholder communication skills and hands-on experience with ITSM environments. This freelance position requires hybrid onsite availability in Plano, Texas, and strong familiarity with ServiceNow.

Qualifications

• 8+ years of experience with Power BI.
• 3+ years of experience with ITSM environments.
• Strong hands-on dashboard development experience.

Responsibilities

• Modernize KPI reporting frameworks across IT operations.
• Build scalable Power BI dashboards leveraging ServiceNow.
• Improve reporting automation and reduce manual efforts.

Skills

Power BI expertise

Stakeholder communication

Operational data translation

Tools

ServiceNow

Job description

Overview

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.

Responsibilities

• 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

Qualifications

• 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

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 have 8+ years of Power BI experience
• Must have 3+ years of experience with ITSM environments
• Must be able to work on-site 3 days per week
• Please note this is a 40 hours/week freelance 1099 individual contractor role. We do not offer visa sponsorship or support at the moment. We do not work with H1B/F1 visa holders; therefore, Open Work Eligibility Status at your location is required.

Your Backgrounds

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