ITSM Reporting Specialist

Job summary

The ITSM Reporting Specialist is responsible for designing and maintaining ServiceNow dashboards and performance analytics to provide actionable insights into IT service performance. This role also involves establishing reporting governance and partnering with stakeholders to define metrics and resolve data quality issues.

Job details

Bring more to life. At Danaher, our work saves lives. And each of us plays a part. Fueled by our culture of continuous improvement, we turn ideas into impact – innovating at the speed of life. Our 60,000+ associates work across the globe at more than 15 unique businesses within life sciences, diagnostics, and biotechnology. Are you ready to accelerate your potential and make a real difference? At Danaher, you can build an incredible career at a leading science and technology company, where we’re committed to hiring and developing from within. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. Learn about the Danaher Business System which makes everything possible. The ITSM Reporting Specialist is responsible for delivering actionable insights, operational reporting, and executive-level dashboards that enable data-driven decision making across Enterprise Service Management processes. This role serves as the primary owner for ServiceNow reporting, performance analytics, KPI governance, and service management metrics. In this role, you will have the opportunity to: Design, develop, and maintain ServiceNow reports, dashboards, scorecards, and Performance Analytics solutions that provide operational, management, and executive visibility into IT service performance. Develop and automate ITSM reporting and KPI frameworks, delivering actionable insights on incident, problem, change, request, knowledge, CMDB, asset, and service catalog performance while reducing - manual reporting effort. Analyze service delivery metrics and trends, including ticket volume, backlog, aging, MTTR, change success rates, problem trends, knowledge adoption, and service request performance, identifying opportunities for continuous improvement and risk mitigation. Establish and uphold reporting governance, dashboard standards, visualization best practices, and data consistency requirements, ensuring accurate and reliable reporting across ITSM processes. Partner with ITSM Process Owners, ServiceNow Platform teams, CMDB teams, and project stakeholders to define reporting requirements, develop success measures, and resolve data quality issues that impact reporting accuracy and decision-making. The essential requirements of the job include: Bachelor's degree in a STEM-related field or equivalent experience, with 3-5+ years of experience in IT Service Management, reporting, analytics, ServiceNow administration, or a related discipline. Strong hands-on experience developing ServiceNow reports, dashboards, scorecards, performance metrics, and executive-level reporting solutions. Working knowledge of ITIL-based ITSM processes, including Incident, Problem, Change, Request, Knowledge, and Configuration Management, coupled with strong analytical and problem-solving skills. Proven ability to partner with stakeholders across technical and business functions, with strong communication, requirements gathering, and stakeholder management capabilities. Proficiency with reporting and analytics tools such as Excel, Power BI, and ServiceNow Performance Analytics, including the ability to translate service data into actionable business insights. It would be a plus if you also possess previous experience in: ServiceNow certifications, including Certified System Administrator (CSA), Certified Implementation Specialist (CIS-ITSM), and/or ITIL Foundation Certification. Experience with CMDB/CSDM reporting, service data models, and ServiceNow Performance Analytics configuration. Experience supporting enterprise-scale ServiceNow environments and leveraging advanced analytics technologies such as Power BI, SQL, Python, or similar platforms. Danaher offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info. The annual salary range for this role is $100,000 - $120,000 CAD. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future. This job is also eligible for bonus/incentive pay. At Danaher, we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Danaher can provide. Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. For more information, visit www.danaher.com. Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to access our website, and as applicable participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at 1-202-419-7762 or applyassistance@danaher.com to request accommodation.

What you’ll do

The ITSM Reporting Specialist is responsible for designing and maintaining ServiceNow dashboards and performance analytics to provide actionable insights into IT service performance. This role also involves establishing reporting governance and partnering with stakeholders to define metrics and resolve data quality issues.

Requirements

Candidates must have a bachelor's degree in a STEM-related field and 3-5+ years of experience in IT Service Management or analytics. Strong proficiency in ServiceNow reporting, ITIL processes, and data visualization tools like Power BI is required.

Benefits

• Health care program
• Paid time off
• Bonus/incentive pay

Listed skills

• Reporting · Preferred
• Power BI · Preferred
• SQL · Preferred
• Python · Preferred
• Stakeholder Management · Preferred
• Requirements gathering · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• ServiceNow
• ITSM
• Reporting
• Data analytics
• Performance analytics
• KPI governance
• Dashboard design
• ITIL
• Power BI
• SQL
• Python
• CMDB
• Service catalog
• Stakeholder management
• Requirements gathering
• Business Metrics
• ITIL Foundation Certification
• Reporting Solutions
• Time Off Management
• Advanced Analytics
• Risk Mitigation
• Data-Driven Decision Making
• Microsoft Excel
• Biotechnology
• Dashboard
• Management
• Business Systems
• Change Requests
• Decision Making
• Configuration Management Databases
• Configuration Management
• Communication
• Continuous Improvement Process
• Data Consistency
• Data Modeling
• Data Quality
• Governance
• ITIL 4
• Problem Solving
• IT Service Management
• Python (Programming Language)
• Key Performance Indicators (KPIs)
• Life Sciences
• Operational Reporting
• Performance Metric
• Project Stakeholders
• Requirements Elicitation
• Service Catalog
• Service Management
• SQL (Programming Language)

Job areas

• Technology
• Data & Analytics
• Software
• Management & Leadership
• Reporting Specialist
• Data Specialist
• Database Designers and Administrators
• Data Warehousing Specialists
• Database Architects

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