Reporting Analyst - Service Management-ITSM

Posted 02 Jun 2022

Bangalore, Karnataka - India

Req Id 245248



A career at our company is an ongoing journey of discovery: our 60,300 people are shaping how the world lives, works and plays through next generation advancements in Healthcare, Life Science and Electronics. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others.


Job Title: Reporting Analyst - Service Management-ITSM

Role Description

The IT Service Management Specialist is a member of the “IT-IH Global Ops Center & Compliance” Service Management team, whose mission is to enable IT service delivery and support. The Specialist participates in transformational initiatives as related to ITSM. He/She will support the IT areas to create an effective data visualization and analysis using ITSM Tool (ServiceNow) including Performance Analytics. By understanding the Business and IT customers, their behaviours and values, He/She will identify opportunities to create more effective and improved services. He/She will have to establish relationships with the Business and IT domains and pro-actively support them in implementing continual improvements for services provided by them.

Essential Duties and Responsibilities:

  • Design and create ITSM (ServiceNow) Dashboards
  • Design and create indicators to measure performance and adjust service coverage
  • Analyse system and service bottlenecks as they occur and identify areas for improvement
  • Identify areas where automation and self-service can increase efficiency and reduce cost.
  • Define blue prints for SLA based reporting, vendor and contract management, create dashboard and data visualization to support daily operations
  • Maintains contact with users and offers technical advice and support in the area of expertise
  • Create and Manage ITSM Tool (ServiceNow) update sets in cooperation with the platform team.
  • Process mapping and documentation: Involved in formulating process maps, guideline documents and training
  • Responsible for operational report preparation and monitoring of key metrics and SLA performance
  • Conduct Governance meetings regularly to Monitor, Analyze and Improvise the performance of overall KPI Metrics.

 Job Requirements

  • Ability to get work done in a matrix organization and Strong customer orientation behaviour.
  • Excellent verbal and written communication skills in English with proven ability to put together and present well-structured presentations for various forums, German language skills are a plus.
  • Analytical demeanour, strong decision-making skills, and the ability to effectively communicate with individuals across all levels the organization.
  • Strong operational service management knowledge and skills, understanding of IT operations processes and end to end IT infrastructure components / architecture.
  • Knowledge and experience working across a geographically and culturally diverse organization.
  • Design, evaluate and document processes and lead teams in accomplishing process review and improvement.
  • Proficiency in using metrics to measure and model service delivery and drive continuous improvements.
  • High self-motivated and ability to work with minimal supervision and excellent self-management skills (e.g. prioritization of tasks, adjust to changing priorities)


Required Experience

  • Bachelor’s Degree in Computer Science, Engineering or related field required. 
  • 5+ Years of hands-on technical experience performing administration/development specifically with ITSM Tool (ServiceNow, JIRA, BMC Remedy, etc.)
  • 3+ Year's relevant experience with Analytical and Reporting Management as well as process improvement in a technology organization.
  • Excellent knowledge in MS Excel, MS Word, MS PowerPoint, Tableau and PowerBI.
  • Should have working experience in ITSM and ITOM modules in an ITSM Tool
  • Demonstrated experience collaborating with application delivery, application development, project managers and business colleagues, delivering effective IT / business solutions.
  • Experience working in remote / virtual team and environment.
  • Certified ServiceNow Administrator including Performance Analytics experience is an added advantage.
  • ITIL Foundation/Intermediate/Expert certification is an added advantage.


Core Competencies:

•Customer Focus and Team work
•Effective Verbal and Written communication skills are necessary.
•Personal Accountability & Commitment to achieve
• Resilience and Flexibility (Can do attitude)





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