IT Service Management Reporting & Dashboard Analyst

Job Summary Our client, a Fortune 200 company, is seeking a senior-level IT Service Management Reporting & Dashboard Analyst with hands-on development experience in Power BI and ServiceNow. This analyst will partner with senior leadership to guide and shape the transition from Remedy to ServiceNow. Core Responsibilities • Guiding and shaping the approach to ServiceNow development environment • Planning and strategizing the transition from Remedy to ServiceNow • Advising on how dashboards and reporting should be structured during and after the migration • Design and develop end-to-end Power BI solutions, including data ingestion, transformation (Power Query/M), and semantic data modeling • 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 • Develop ServiceNow reports and dashboards across ITSM modules • Build reports using advanced filters and logic to reflect lifecycle behavior • Develop reports and dashboards across ITSM modules • Apply advanced filtering and logic to reflect lifecycle behavior • Validate accuracy against ServiceNow source data and platform logic to ensure trusted outputs • Optimize performance, usability, and scalability • Analyze data to identify trends, anomalies, and improvement opportunities across ITSM • Document metric definitions, calculations, and report logic in the standardized metrics and KPI library to ensure consistency and traceability • Partner with process teams to improve reporting data quality Required Skills/Experience (Must-Haves) • Power BI and ServiceNow are both must-haves. • Experience building dashboards and reports • Experience pulling and sourcing data from APIs and ServiceNow • Experience creating data models • Experience developing metrics, dashboards, and reports based on business needs • Strong ITSM experience is critical. • Candidate should understand: Incident Management, Change Management, Problem Management, Ticketing structures and fields, and KPI development and reporting for service management functions Key Competencies & Behaviors • Strategic Thinking • Consultative Partnership • Attention to Data Integrity and Accountability Work Environment • Location: Oakland, CA • Hybrid (one to two days onsite depending on meetings, three days remote) • Contract role Compensation & Benefits • Pay Range: The approximate pay range for this position is between $43.00 and $52.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums. • Medical, Dental, & Vision Insurance Plans • Employee-Owned Profit Sharing (ESOP) • 401K offered About KellyMitchell At KellyMitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges. As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice. Marketing Disclosure By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from KellyMitchell and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.careers.kellymitchell.com/privacy-policy