Power BI Reporting Analyst

Htc Global Services - Charlotte, NC

Full-time - Entry Level

Charlotte, NC

Professional, Scientific, and Technical Services

About the position

The Service Management Reporting Analyst at HTC Global Services is responsible for managing and delivering data-driven reports and dashboards related to IT service management. This role involves utilizing ServiceNow for data extraction and employing tools like Tableau and Power BI for reporting and visualization. The position requires strong analytical skills, an understanding of ITIL processes, and expertise in service management platforms and reporting tools, contributing to the overall success of clients and the organization.

Responsibilities

• Extract, manipulate, and analyze data from the ServiceNow platform to generate service management reports.
• Ensure data accuracy and consistency by performing regular audits and validation.
• Develop, maintain, and enhance reports and dashboards in Tableau and Power BI to provide insights into service performance.
• Create and distribute scheduled reports to stakeholders, focusing on KPIs, SLAs, and operational metrics.
• Customize and configure visualizations to meet business requirements.
• Monitor and report on service delivery performance, identifying trends and areas for improvement.
• Provide insights into incidents, changes, problems, and other ITIL processes to support decision-making.
• Work closely with IT service teams, process owners, and business stakeholders to gather reporting requirements.
• Collaborate with technical teams to integrate data from multiple sources into cohesive reporting platforms.
• Identify opportunities for automation and process improvement in reporting workflows.
• Participate in service management improvement initiatives by providing data-driven insights.
• Maintain up-to-date documentation for reports, dashboards, and workflows.
• Train business users and service teams on how to use dashboards and interpret the data.

Requirements

• Experience working with ServiceNow, including modules like Incident, Problem, Change, CMDB, etc.
• Proficiency in building interactive reports and dashboards using Tableau and Power BI.
• Strong analytical and problem-solving skills with the ability to extract insights from large datasets.
• Solid understanding of ITIL processes (Incident, Problem, Change, etc.) and service management principles.
• Excellent verbal and written communication skills for translating data findings into actionable insights for non-technical stakeholders.

Nice-to-haves

• Experience with scripting or automation within ServiceNow or reporting tools would be advantageous.
• ServiceNow certification (CSA or similar).
• Tableau or Power BI certification.
• Experience in scripting languages (Python, JavaScript) for data manipulation.
• Experience working in an Agile environment.

Benefits

• Paid-Time-Off
• Paid Holidays
• 401K matching
• Life and Accidental Death Insurance
• Short & Long Term Disability Insurance
• Variety of other perks