Technology Analytics Engineer

The Hanover Insurance Group; United States; Ibrido; USD 110.000 - 140.000; Tempo pieno

Descrizione del lavoro

The Hanover Insurance Group seeks a Technology Analytics Engineer to join our Worcester, MA team or work remotely. This full-time, exempt role partners across technology groups to acquire and analyze operational data, create dashboards and reports, and drive continuous improvement in ITSM and related processes.

The ideal candidate builds data models, pipelines, and visualizations using ServiceNow, Power BI, Python, and Spark-based tools to deliver actionable insights to executives and

Competenze

• Bachelor's degree in computer science, or related field, or equivalent experience.
• Proven experience with ServiceNow reporting and analytics.
• Experience building dashboards and metrics in Power BI or similar tools.
• Experience with Python-based data workflows and ETL/ELT processes.

Mansioni

• Partner with stakeholders to gather analytics requirements and design reports and dashboards.
• Analyze data to identify trends, patterns, and anomalies.
• Provide insights and recommendations to improve ITSM processes and performance.
• Build and maintain dashboards for ITSM: incident, problem, change, release, asset, and configuration management.
• Develop data pipelines that integrate ServiceNow and other platforms for reporting and decision-making.
• Create data models, metrics, and visualizations using ServiceNow and Power BI.

Conoscenze

Stakeholder influence

Analytical thinking

Communication to executives

Autonomous initiative

Formazione

Bachelor's degree in CS or related field

Strumenti

ServiceNow

Power BI

Python

PySpark

Spark SQL

Microsoft Fabric Lakehouse

Descrizione del lavoro

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture.

The Hanover Technology Group is seeking a Technology Analytics Engineer to join our growing team in our Worcester, MA office or in a remote work arrangement. This is a full-time, exempt position.

As part of the IT Service Management Operations team, the Technology Analytics Engineer partners with multiple technology organizations at The Hanover to acquire and analyze operational data in order to generate meaningful insights that improve service effectiveness, operational efficiency, and decision-making. Through the creation of analytics, dashboards, reports, and data-driven recommendations, this role helps teams identify trends, address challenges, and drive continuous improvement. The Technology Analytics Engineer is responsible for unlocking the value of operational data within the ServiceNow platform to strengthen IT Service Management (ITSM) and related business processes. This role designs, creates, and maintains analytical and reporting solutions that provide visibility into organizational performance, enable data-driven decision making, and support continuous improvement. By identifying opportunities to enhance data quality, governance, and process effectiveness, the Technology Analytics Engineer helps ensure technology teams have the information needed to achieve business objectives. The ideal candidate demonstrates strong technical proficiency, hands-on experience with ServiceNow data structures and reporting capabilities, and the ability to develop creative solutions by looking beyond the initial request to identify additional opportunities for value. Success in this role requires the ability to independently own critical reporting and data management processes, influence stakeholders, and communicate complex technical concepts to both operational and executive audiences. If you are interested in working in a collaborative, innovative and agile environment, then we want to hear from you. This is an exciting opportunity for an experienced IT professional looking for a new challenge.

In this role, you will:

• Partner with stakeholders to gather requirements and understand data analytics needs to ultimately design and produce reports and dashboards.
• Analyze data to identify trends, patterns, and anomalies.
• Provide insights and recommendations for technology and process improvements.
• Create and maintain dashboards to track and monitor ITSM and other business process performance, including but not limited to: incident, problem, change, release, asset, configuration, and request management.
• Build and maintain resilient data pipelines that aggregate, transform, and deliver data from ServiceNow and other enterprise platforms to support reporting, analytics, and operational decision-making.
• Design and implement custom data models, metrics, reports, and visualizations using ServiceNow, Power BI, and other reporting technologies.
• Create executive-level artifacts to support weekly, monthly, quarterly, and annual reviews of key performance and risk indicators supported by a rich set of dashboards and reports.
• Evaluate and adopt modern data platform capabilities, including large-scale data processing, advanced analytics, and AI-enabled solutions, where they provide measurable value.
• Provide expertise and guidance on best practices for efficient and effective reporting and data visualization within ServiceNow.

Requirements

• Bachelor's degree in computer science, or a related study, or equivalent experience Authorization to work in the United States without current or future sponsorship (should be a U.S. citizen or lawful permanent resident).
• Proven experience working with ServiceNow, excellent knowledge of reporting and analytics capabilities within ServiceNow, PowerBI, and other tools.
• Understanding of ITIL and working knowledge of core processes.
• Experience building complex reports, dashboards, and metrics using ServiceNow Performance Analytics, native ServiceNow reporting, PowerBI, or other tools.
• Familiarity with ServiceNow data structures and access methods.
• Experience designing and supporting modern data platforms, including Microsoft Fabric Lakehouse environments, ETL/ELT processes, notebook-based development (Python, PySpark, Spark SQL), and enterprise analytics solutions.
• Experience building and maintaining data pipelines, integrations, and reporting solutions across multiple enterprise platforms.
• Ability to independently lead initiatives, influence stakeholders, and manage competing priorities.
• Experience using Python to automate workflows, integrate systems, and support reporting solutions.
• Strong analytical skills with the ability to gather, organize, and interpret data to pinpoint improvement opportunities and present