Service Performance Reporting Analyst-Remote
Remote
Full Time
Entry Level
HIRING….
We are looking for experience for Service Performance Reporting Analyst (ITSM/SIAM) to support our US team via remote.
Location: Remote India
Employment Type: Full-time Independent Contractor
Duration: Open-ended contract
Shift: US Day Shift (8 hours shift)
Equipment: Company Provided
Responsibilities:
Requirements:
If you are interested send your CV’s to [email protected]
We are looking for experience for Service Performance Reporting Analyst (ITSM/SIAM) to support our US team via remote.
Location: Remote India
Employment Type: Full-time Independent Contractor
Duration: Open-ended contract
Shift: US Day Shift (8 hours shift)
Equipment: Company Provided
Responsibilities:
- Monitor and report on key performance indicators (KPIs) across managed service providers (MSPs) and internal IT teams.
- Collect, validate, and analyze service performance data using standardized ITSM measurement points.
- Build, maintain, and enhance reports and dashboards in ServiceNow and Power BI.
- Identify trends, risks, gaps, and “watermelon” metrics (green KPIs masking underlying issues).
- Produce regular, actionable performance reports for leadership and governance forums.
- Support SLA, OLA, and SLO reporting in close collaboration with the SIAM Governance Lead.
- Ensure reporting accuracy and alignment across Service Integrators and our client’s IT organization.
- Report on problem audits to support quality analysis and continuous improvement initiatives.
- Maintain real-time dashboards to provide visibility across Towers and Service Integrators
Requirements:
- ITIL v3 certification with strong understanding of SMO, SLM, and SLR processes.
- Hands-on experience building reports and dashboards in ServiceNow and Power BI.
- Working knowledge of Celonis or similar process mining tools.
- Solid understanding of ITSM measurement frameworks and performance reporting best practices.
- Strong analytical skills with the ability to translate data into clear, actionable insights.
- Ability to work independently and collaborate effectively in a global, matrixed environment
If you are interested send your CV’s to [email protected]
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