Job Description This is a remote position. About the Client: They are focused on helping customers to harness the power of people and technology for a better future. Built on a foundation of over 45 years' experience, combined with world-leading vendor technologies, Data#3 is constantly evolving its solutions and services to enable its customers' success. Leveraging solutions such as cloud, modern workplace, security, data & analytics and connectivity, combined with Data#3's services across consulting, project services and managed services, Data#3 is delivering the digital future. Job Summary: You will be responsible for review, analysis, and reporting on data related to IT service management processes and other reporting requirements. Responsibilities: Provide reporting and BI development solutions for Managed Services as requested by the ITSM Process Team Manager and Delivery Leads Configuration and generation of standard ITSM reports, Dashboards, and Metrics across the ITIL Practices using ServiceNow Ensure data accuracy, integrity, and consistency across ITSM databases and reporting systems. Develop and maintain data models, schemas, and structures to support reporting requirements. Design and generate regular and ad-hoc reports, dashboards, and visualizations to provide insights into IT service performance, trends, and key metrics. Document data management processes, report generation procedures, and analysis methodologies to ensure consistency and reproducibility. The ITSM Data & Report Analyst plays a contributing role in driving continuous improvement by leveraging data-driven insights to optimize service delivery and enhance customer satisfaction. Additional Responsibilities: Uphold and adhere to Data#3s core values, guidelines, policies, and procedures Represent Data#3 professionally and provide excellent customer service to our internal and external customers. You are required to perform your duties safely without risk to your health and safety or the health and safety of others. You are required to be flexible to work in additional roles or capacities or take on additional or varied duties, as may be assigned to you, that you are skilled and capable of performing. Data#3 may alter your position, position description, position title, location, and responsibilities following changing business needs and priorities. As part of your position, in addition to (c) above, you: May be required to perform your duties off-site, including at customer, vendor/partner, and supplier sites, which require, as a condition of entry, you to hold a National Police Certificate May be responsible for accessing internal and third-party computer systems containing highly sensitive confidential corporate and personal information May be engaged in capacities that require Data#3 to have the highest degree of confidence that you will perform your duties with a high level of honesty and integrity. Accordingly, the satisfactory completion of a National Police Certificate is an inherent requirement of your position. Requirements Experience: Proven experience in IT service management, data analysis, and reporting, preferably in a large-scale IT environment. Desirable experience with PowerAutomate Knowledge of IT Service Management processes (Primarily Incident, Service Request, Problem, Change, Configuration management). Skills: Strong communication skills with the ability to interact across all levels of an organization. Strong analytical skills with the ability to translate complex data into actionable insights and recommendations. Intermediate to Advanced Reporting Skills and Experience ie MS Excel, MS Power Bi Ability: Self-driven and resourceful to achieve goals independently and work well in groups. Proficiency in ITSM tools such as ServiceNow, Remedy, or Jira, as well as data visualization tools like Excel, Power BI, or similar. Ability to contribute to the overall goals of the team. Qualifications: Tertiary education in IT Discipline or equivalent in years of progressive experience in enterprise level IT environments. Certifications: Certifications in ITIL, Data Analytics, or Business Intelligence are advantageous. Benefits WHAT WE OFFER: Great Place to Work-Certified Company Premium HMO Holistic employee experience Work-from-home and hybrid work setup Rewards and incentives Monthly engagement activities Career advancement opportunities Paid referral program