Hanover Technology Group is hiring a Data Analysis & Reporting Engineer with ServiceNow for our IT Service Management Operations team in our Worcester, MA or in a remote work arrangement.
POSITION OVERVIEW
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As part of the IT Service Management Operations team, the Data Analyst & Reporting Engineer as part of the Enterprise Technology Operations office will develop and deliver data analytics, reports, and dashboards that drive performance improvement across the organization.
The Data Analyst & Reporting Engineer plays a key role in unlocking our operational data to enhance IT Service Management (ITSM) and other business processes using data from within the ServiceNow platform. The Data Analyst & Reporting Engineer will develop and maintain robust reporting solutions that provide actionable insights, drive informed decision making, and support continuous improvement.
The successful candidate will use their strong analytical skills along with a deep understanding of ServiceNow and Power BI to produce elegant and informative analytics that translate complex data into insightful information. A demonstrated command of ITIL principles along with the supporting metrics is required.
IN THIS ROLE, YOU WILL:
Gather requirements from stakeholders to design and develop reports and dashboards.
Collaborate with ITSM process owners and stakeholders to understand data analytics needs and produce actionable reports, dashboards, and data sets.
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.
Design and implement custom reports, dashboards, and metrics using ServiceNow reporting tools and other relevant 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.
Provide expertise and guidance on best practices for efficient and effective reporting and data visualization within ServiceNow.
WHAT YOU NEED TO APPLY:
Minimum 3 years of proven experience working with ServiceNow, excellent knowledge of reporting and analytics capabilities within ServiceNow, PowerBI, and other tools.
Bachelor’s degree required
Familiarity with ServiceNow data structures and access methods.
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.
Strong analytical skills with the ability to gather, organize, and interpret data to pinpoint improvement opportunities and present insights in a clear and concise manner.
Ability to work independently and collaboratively in a team environment, managing multiple priorities and deadlines.
Attention to detail and a commitment to delivering high-quality, accurate reports.
Demonstrated experience in developing and implementing reporting solutions to support business objectives.
Advanced certifications or training in data analysis, business intelligence, or data visualization tools is a plus.
Alignment with our CARE values (Collaboration, Accountability, Respect, Empowerment).
Must be eligible to work in the United States without requiring sponsorship now or in the future (ie. US Citizen or green card holder)
TECHNICAL SKILLS REQUIRED:
Experience with ServiceNow advanced reporting such as ServiceNow Dashboards and Performance Analytics.
Experience with advanced reporting tools including Power BI and Tableau
