ITSM Reporting Analyst - Power BI - Banking

ITSM Reporting Analyst - Power BI - Banking Excellent opportunity opens to join a major UK Bank during their massive digital transformation. You will support the operational governance, service performance monitoring, and senior leadership reporting, as well as playing a key role in the critical reporting transformation initiatives. The successful candidate will have strong experience with ServiceNow and Power BI Solutions. You will deliver operational reporting, analytics, and management information (MI) across UK Service Delivery, specifically covering Incident, Problem, Change, Release, and Service Desk functions. Responsibilities: Core Reporting & Analysis • ITIL Report Delivery: Design, generate, and distribute comprehensive management reports across core ITIL functions. • Metric Frameworks: Focus heavily on Key Risk Indicators (KRIs), Key Performance Indicators (KPIs), and Service Level Agreements (SLAs). • Data-Driven Outcomes: Assess process performance data to identify gaps, trends, and inaccuracies, translating insights into actionable business opportunities. • You will support operational governance, service performance monitoring, and senior leadership reporting through the design and production of dashboards, trend analytics, and reporting insights. • In addition to daily business-as-usual (BAU) activities, you will actively support critical reporting transformation initiatives, including the migration of the banks ITSM tool from Service Manager to ServiceNow and the modernisation of reporting capabilities through cloud-based Power BI solutions. Operational Reporting & Analysis • Power BI & Confluence Management: Maintain, update, and design functional dashboards for Incident, Problem, Change, and Service Desk metrics. • Executive Performance Packs: Produce weekly, monthly, and quarterly performance documentation for stakeholders up to CIO level. • Deep-Dive Analysis: Track urgent changes, overdue closures, and complex incident trends to support daily operational decision-making. • Process Automation: Streamline manual reporting workflows and optimize data preparation tasks to improve efficiency. Governance & Continuous Improvement • Governance Meeting Support: Provide data insights for operational reviews and participate actively in Change Advisory Boards (CAB). • ITSM Migration Support: Assist with reporting requirements and Power BI data integration during the transition from Service Manager to ServiceNow. • Modernisation Collaboration: Partner with Data Warehouse teams to transition existing processes towards cloud-based reporting environments Experience: • Strong Power BI and/or Microsoft Excel skills with the ability to manipulate multiple large data sets and present them in a professional manner or a willingness to learn new and develop these skills. • Competency in maintaining and updating operational documentation and team workspaces within confluence. • Experience compiling Management Information (MI) packs for senior leadership. • Strong capability to analyse complex datasets, track performance trends, spot inaccuracies, and identify operational anomalies. • ITSM Tooling knowledge (Service Manager and/or Service Now) • ITIL Certified/knowledge of ITIL framework Interested? Please Apply! ITSM ServiceNow Service Manager Reporting Analyst ITSM Reporting Analyst Service Delivery Service Desk Operational Governance Service Performance Monitoring Trend ITIL Report Delivery Metric Frameworks Data-Driven Outcomes Data Power BI Confluence Bank Banking Change Technology Transformation