Sr. ITSM Business Intelligence Analyst

Job Description This individual will serve as both a hands-on analyst and strategic leader responsible for transforming the organization's ITSM reporting landscape. On a daily basis, they will assess existing Power BI dashboards and ServiceNow reports, identify gaps in current KPI frameworks, and introduce industry-standard metrics across incident, problem, change, and CMDB data. They will partner closely with stakeholders to gather requirements, ask critical questions, and challenge legacy reporting approaches while advising leadership on what is working and where improvements are needed. The role will involve designing and building modern, executive-ready Power BI dashboards, troubleshooting data integrity issues between ServiceNow and reporting layers, and driving enhancements to data quality. Additionally, this person will focus on reducing manual reporting efforts through automation, exploring AI-driven capabilities such as Copilot and anomaly detection, and implementing solutions that deliver scalable, insight-driven reporting—ultimately aiming to improve efficiency and reduce manual reporting efforts by at least 25%. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

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• 5+ years of experience building and optimizing Power BI dashboards (data modeling, DAX, visualization best practices)
• Hands-on experience with ServiceNow reporting and data structures (CMDB)
• Understanding of ITSM metrics and KPIs
• Experience assessing and modernizing reporting frameworks, including identifying gaps and introducing industry standards
• Ability to analyze and troubleshoot data flow issues between ServiceNow and reporting tools (data integrity, ETL gaps, missing data)
• Experience working with CMDB data and understanding configuration relationships
• Proven ability to influence stakeholders and present insights to leadership in a clear, executive-ready format
• Familiarity with AI-enabled reporting tools (e.g., Copilot), automated insights, reducing manual reporting, and anomaly detection
• Experience with AppDynamics, FullStory, or similar application performance / digital experience monitoring tools.
• Familiarity with SAP data ecosystems and enterprise supply chain / IBP reporting.
• Background in the retail or consumer packaged goods (CPG) industry.
• Experience with Happy Signals or similar employee experience measurement platforms