ServiceNow ITSM Reporting Consultant

Veriipro; Grand Rapids (MI); On-site; USD 120,000 - 160,000; Full time

Job summary

Veriipro is seeking an experienced ServiceNow ITSM Reporting & Analytics Consultant to design, implement, and manage enterprise reporting, dashboards, scorecards, KPI governance, and analytics capabilities within the ServiceNow platform.

The ideal candidate will lead Platform Analytics configuration, develop indicators and targets, build executive and operational dashboards, and collaborate with ITSM and business stakeholders to translate requirements into scalable solutions.

Qualifications

• 5+ years hands-on experience implementing ServiceNow reporting and analytics.
• ServiceNow Certified Implementation Specialist – Platform Analytics or equivalent.
• Strong experience with advanced reporting, dashboards, scheduled reports, drilldowns, and KPI configuration.
• Experience leading or contributing to at least two enterprise ServiceNow analytics implementations.
• Excellent ITSM knowledge and ServiceNow data structures.
• Strong analytical, communication, stakeholder management, and problem-solving skills.

Responsibilities

• Design, configure, and implement enterprise ServiceNow reporting and analytics solutions.
• Develop and administer Platform Analytics capabilities, including indicators, KPIs, breakdowns, targets, scorecards, trend analysis, and forecasting.
• Build executive, operational, and interactive dashboards that provide actionable ITSM and service-performance insights.
• Establish reporting standards, KPI governance, data collection strategies, and scalable analytics processes.
• Perform data validation, cross-table analysis, and calculation logic reviews to ensure reporting accuracy and data integrity.
• Identify and resolve data-quality issues that could impact reporting reliability and stakeholder confidence.
• Partner with ITSM, business, and technical stakeholders to translate reporting requirements into effective ServiceNow solutions.
• Lead or contribute to enterprise-scale ServiceNow analytics implementations and reporting initiatives.
• Develop documentation, standards, and knowledge-transfer materials while mentoring internal teams on ServiceNow reporting and analytics.
• Support continuous improvement of ServiceNow reporting capabilities, processes, and governance.

Skills

Platform Analytics

ITSM reporting

KPI governance

Dashboard design

Data validation

Stakeholder management

Cross-functional collaboration

Tools

ServiceNow

Job description

We are seeking an experienced ServiceNow ITSM Reporting & Analytics Consultant to design, implement, and manage enterprise reporting, dashboards, scorecards, KPI governance, and analytics capabilities within the ServiceNow platform. The ideal candidate will have strong hands‑on experience with ServiceNow Platform Analytics, ITSM reporting, data quality, and enterprise KPI management.

Roles and Responsibilities

• Design, configure, and implement enterprise ServiceNow reporting and analytics solutions, including reports, dashboards, scorecards, and scheduled reporting.
• Develop and administer Platform Analytics capabilities, including indicators, KPIs, breakdowns, targets, scorecards, trend analysis, and forecasting.
• Build executive, operational, and interactive dashboards that provide actionable ITSM and service‑performance insights.
• Establish reporting standards, KPI governance, data collection strategies, and scalable analytics processes.
• Perform data validation, cross‑table analysis, and calculation logic reviews to ensure reporting accuracy and data integrity.
• Identify and resolve data‑quality issues that could impact reporting reliability and stakeholder confidence.
• Partner with ITSM, business, and technical stakeholders to translate reporting requirements into effective ServiceNow solutions.
• Lead or contribute to enterprise‑scale ServiceNow analytics implementations and reporting initiatives.
• Develop documentation, standards, and knowledge‑transfer materials while mentoring internal teams on ServiceNow reporting and analytics.
• Support continuous improvement of ServiceNow reporting capabilities, processes, and governance.

Required Qualifications

• 5+ years of hands‑on experience implementing ServiceNow reporting and analytics solutions.
• ServiceNow Certified Implementation Specialist – Platform Analytics certification or current equivalent certification.
• Strong experience with:
  • Advanced reporting and dashboard administration
  • Scheduled reports, drilldowns, and role‑based reporting
  • Platform Analytics and KPI configuration
  • Indicators, scorecards, and breakdowns
  • Targets, trends, and forecasting
  • Executive and operational dashboards
  • Interactive Analytics
  • ITSM service‑performance reporting
  • Data validation and reporting accuracy
  • Cross‑table analysis and calculation logic
• Proven experience leading or materially contributing to at least two enterprise ServiceNow analytics implementations.
• Strong understanding of ITSM processes and ServiceNow data structures.
• Excellent analytical, communication, stakeholder management, and problem‑solving skills.

Preferred Qualifications

• Experience supporting a Service Management Office, ITSM Center of Excellence, or enterprise ITSM governance function.
• Experience establishing enterprise KPI and reporting governance frameworks.
• ServiceNow administration or implementation experience beyond reporting and analytics.
• Experience working in large‑scale enterprise ServiceNow environments.