Compare your current skills to what this opportunity needs—we'll show you what you already have and what could strengthen your application.
Job Description
Data Reporting Analyst 5 Months Any of client location Oakland, San Ramon, Fairfield, or Sacramento, CA (Hybrid - average 1-2 times / WEEK) •
LOCAL CANDIDATES ONLY
•5%
TRAVEL:
Local travel only
TOP THINGS
Power BI & ServiceNow Reporting Expertise:
Strong hands-on experience building dashboards, reports, and performance analytics across Power BI and ServiceNow ITSM modules
ITSM Metrics & KPI Development:
Deep understanding of ITSM processes and ability to define, measure, and translate meaningful metrics into actionable insights
Stakeholder Engagement & Governance Reporting:
Ability to partner with process owners, leadership, and governance team to design and deliver clear, executive-ready reporting Overview We are seeking a senior-level ITSM Reporting & Dashboard Analyst / Developer with expertise in Power BI and ServiceNow reporting to support IT Service Management (ITSM) operations, governance, and the transition from BMC Remedy to ServiceNow
ITSM/ITOM.
This role will design, develop, and guide the reporting and dashboarding solutions across ITSM processes and governance, including but not limited to Incident, Change, Problem, Work Orders, CMDB. In addition to dashboard development, this role will help define the overall reporting approach, including evaluating when to leverage Power BI versus native ServiceNow reporting and Performance Analytics. The ideal candidate will work closely with ITSM process owners and leadership to define reporting requirements, establish a standardized metrics and KPI library, and determine the appropriate reporting platform strategy. This includes supporting near-term reporting in Power BI (e.g., leveraging Remedy data to define and prototype metrics and dashboards) while preparing for a transition to ServiceNow-based reporting and dashboards in alignment with platform capabilities. This individual will translate operational data into actionable insights and provide recommendations that support decision-making, governance review boards, compliance, and continuous improvement, while ensuring reporting solutions are scalable, accurate, and aligned to long-term ITSM strategy. Key Responsibilities Reporting & Dashboard Development
POWER BI
Design and develop end-to-end Power BI solutions, including data ingestion, transformation (Power Query/M), and semantic data modeling (star schema) Build reusable datasets and models, and develop advanced DAX measures (e.g., SLA %, MTTR, aging, time intelligence, rolling trends) Create interactive dashboards with drill-downs, filters, and role-based views for operational and executive audiences Integrate data from multiple sources (e.g., ServiceNow, SharePoint, Excel, or others) and optimize performance through efficient modeling and query design
SERVICENOW
Develop ServiceNow reports and dashboards across ITSM modules (e.g., incident, change, problem, task, request, CMDB) Configure Performance Analytics (e.g., indicators, breakdowns, scorecards, widgets) to track trends and process performance Build reports using advanced filters and logic to reflect lifecycle behavior (e.g., assignment, state, SLA, task relationships) Leverage platform capabilities (e.g., database views, table relationships) and validate report accuracy against record-level data ITSM Metrics & Data Modeling Design data models and metrics that reflect how ITSM work actually flows, evolves, and connects across incidents, tasks, SLAs, and related records Define and implement KPIs aligned to process performance (e.g., MTTR, MTTA, SLA attainment /breaches, backlog/ aging, reassignment counts, change success, problem lifecycle) Engineer metrics to handle real-world conditions (e.g., reopens, SLA pauses/resets, assignment transfers, parent/child relationships) to ensure accuracy Establish and maintain a standardized metrics and KPI library (definitions, calculation logic, data sources, ownership, usage) for consistency and governance Validate and optimize metrics by enforcing correct aggregations, denominators, and filter context, and support flexible slicing (e.g., group, priority, service, time) ServiceNow Reporting Development Develop reports and dashboards across ITSM modules (e.g., incident, change, problem, task, request, CMDB, and more) Build reporting views that surface key operational insights (e.g., aging/backlog, SLA performance, assignment group performance, reassignment trends, change success/failure, governance intake) Apply advanced filtering and logic to reflect lifecycle behavior (e.g., assignment, state transitions, SLA conditions, task relationships) Validate accuracy against ServiceNow source data and platform logic to ensure trusted outputs Power BI Reporting Development Develop advanced Power BI reports using DAX, Power Query/M, and structured data models Integrate data from multiple sources (Remedy, ServiceNow, SharePoint, Excel, others) into consistent reporting models Create interactive dashboards with drill-down and filtering capabilities, dynamic vie
