Ivanti ITSM Reporting Analyst (Xtraction, SLA/KPIs)

This is a remote position. Location: U.S (Remote) Employment Type: Short-term contract (1 month) Overview We are hiring an Ivanti ITSM / Xtraction Reporting Analyst to build a formal, auditable KPI dashboard for IT Service Desk operations. The dashboard will calculate and visualize SLA metrics including First Contact Resolution (FCR), Mean Time to Resolution (MTTR), Backlog Aging, call metrics, and overall SLA compliance—with all calculations tied directly to Ivanti ITSM system-of-record data and fully reproducible. This role requires strong hands-on expertise in Ivanti ITSM and Ivanti Xtraction (data extraction, data model mapping/custom fields, calculated fields/filters, drill-down dashboards, role-based access) and the ability to validate results against raw ticket-level data. General BI-only experience is not sufficient. Requirements Ivanti ITSM Expertise • Strong understanding of the Ivanti ITSM data model (Incidents, Service Requests, status history, priorities, assignment groups, custom fields) • Ability to identify and extract required raw ticket-level fields for SLA reporting • Experience working with ticket lifecycle data, including Created, Resolved, and status change timestamps Ivanti Xtraction Experience • Hands-on experience using the Ivanti Xtraction tool to develop reports. • Ability to map and customize the Xtraction data model, including handling custom fields • Experience building dashboards, reports, trend charts, filters, and drill-down views in Xtraction • Experience implementing role-based access and security controls within Xtraction Data & Query Skills • Strong understanding of SQL or query logic used to retrieve and filter data • Experience building calculated fields and complex filters • Ability to perform business-hour calculations and time-based logic within reporting tools SLA & Analytical Experience • Clear understanding of Service Desk KPIs such as FCR, MTTR, backlog aging, and aggregated compliance rates • Ability to translate written KPI definitions into accurate, reproducible report logic • Experience validating dashboard results against raw data extracts