Data Analyst (Service Now)

Duties

Design and contribute to the implementation of an IT Insights Data Warehouse for reporting and analytics grounded in the Common Service Data Model (CSDM).

Integrate data from the ServiceNow CMDB with additional sources including FinOps, IT Strategy, Cybersecurity, Risk, Compliance, and IT Operations to create a holistic IT insights platform.

Identify, define, and operationalize key performance indicators (KPIs) that align with governance, compliance, and business value objectives across the IT ecosystem.

Develop dashboards and analytical reports to provide actionable insights into configuration health, service reliability, cost efficiency, and risk posture.

Analyze CMDB data to support data quality improvements, relationship integrity, and overall platform health.

Build analytical products that enable lifecycle governance, supporting stages such as product onboarding, transitions, decommissioning, and retirement.

Collaborate with journey management teams to expose insights into cross-platform user experience, service journeys, and adoption patterns.

Partner with product managers, UX researchers, service owners, and governance leads to ensure analytics deliverables are aligned with strategic and operational needs.

Apply an understanding of AI capabilities to identify opportunities for intelligent automation or predictive analytics.

Manage your analysis lifecycle independently—from scoping through delivery—while actively contributing to the broader analytics and data engineering team.

Skills

Must-Have:

5-7 years of analytics experience, ideally in enterprise IT, infrastructure, or product lifecycle domains

Strong SQL skills and dashboarding proficiency in tools like Power BI or Tableau

Demonstrated ability to work independently, manage multiple priorities, and operate effectively in a cross-functional setup

Experience with IT Infrastructure, CMDB, configuration relationships, and data quality management

Familiarity with product lifecycle governance, metadata models, and platform health indicators

Excellent communication skills with the ability to simplify complex issues for varied audiences

Awareness of AI use cases in analytics, lifecycle optimization, or automation

Preferred

Experience working with ServiceNow CMDB, product registration systems, or service catalogue data

Understanding of technology journey mapping, persona-based reporting, or digital experience measurement

Basic scripting or notebook-level comfort with Python or R for ad hoc analysis

Awareness of data governance, metadata standards, and enterprise architecture alignment

Education

Bachelor's or Master's degree in IT Coding/development abilities (SQL, Microsoft, etc.)