Senior ITSM Business Intelligence Analyst

Payrate: $75.00 - $85.00 /hr. Position Summary Food and Beverage's Strategy & Transformation organization is seeking a Senior ITSM Business Intelligence Analyst to join the S&T Sustain & Operations team supporting IBP, Supply Chain & Enabling Functions and Consumer & Commercial. This role is a high-impact, consulting-style engagement focused on reimagining the team's KPI and reporting framework across service management, change management, and problem management disciplines. The successful candidate will bring a fresh, outside-in perspective, challenging legacy reporting patterns, introducing industry-standard KPIs, and designing modern, automated dashboards that tell a compelling data story. Rather than simply maintaining existing reports, this individual will evaluate current data maturity, identify gaps, and propose and deliver innovative visualization and automation strategies that enable Food and Beverage's leadership to make faster, more confident decisions. Key Responsibilities • Conduct a comprehensive assessment of existing KPI dashboards, data sources, and reporting workflows to identify gaps, redundancies, and improvement opportunities. • Design and build a next-generation KPI dashboard in Power BI leveraging ServiceNow data (incidents, problems, change requests, CMDB) and supplementary sources (FullStory, AppDynamics, etc.). • Introduce industry best-practice KPIs for ITSM, going beyond traditional metrics (MTTR, SLA breaches) to incorporate advanced indicators such as service health scores, change success rates, problem recurrence trends, and end-user experience metrics. • Apply structured problem-solving frameworks (Lean Six Sigma, Five Whys, Pareto analysis, fishbone diagrams) to uncover root causes hidden in operational data. • Partner with internal data engineering teams to identify and request missing data feeds; specify data requirements without needing to perform ETL work directly. • Evaluate opportunities to leverage Food and Beverage's internal AI framework to automate insight generation, narrative reporting, and anomaly detection on top of the new dashboards. • Translate complex data findings into clear, executive-ready visualizations and narratives that drive decision-making at the Director and VP level. • Provide recommendations on data quality improvements, including resolution-type code consistency, CMDB hygiene, and data entry standards across ServiceNow. • Reduce manual reporting burden by eliminating copy/paste workflows from ServiceNow to Excel to PowerPoint and delivering live, self-service dashboards. • Document all dashboard designs, data mappings, and KPI definitions to ensure long-term sustainability and knowledge transfer to the internal team. Required Technical Skills: • Power BI: Expert-level proficiency in building interactive dashboards, DAX measures, data modeling, and Power Query transformations. • ServiceNow: Strong working knowledge of the ServiceNow platform, including incident, problem, change, and CMDB modules; ability to query and extract data for reporting. • KPI & Metrics Design: Proven experience defining and implementing ITSM KPIs aligned with ITIL best practices (e.g., incident volume trends, MTTR, change failure rate, problem resolution aging, customer satisfaction / NPS). • Data Analysis & Quality: Ability to assess data completeness, identify gaps, and recommend data governance improvements; familiarity with CMDB data stewardship. • Process Improvement Methodologies: Hands-on experience with Lean Six Sigma, Pareto analysis, root cause analysis (RCA), and continuous improvement frameworks. • AI & Automation Awareness: Familiarity with AI-driven analytics, automated reporting, or intelligent dashboarding concepts; ability to identify where AI/ML can add value. Preferred / Nice-to-Have: • Experience with AppDynamics, FullStory, or similar application performance / digital experience monitoring tools. • Familiarity with SAP data ecosystems and enterprise supply chain / IBP reporting. • Background in the retail or consumer packaged goods (Client) industry. • Experience with Happy Signals or similar employee experience measurement platforms. Soft Skills: • Consulting Mindset: Ability to operate as a trusted advisor; challenge the status quo diplomatically and propose data-driven alternatives. • Outside-In Thinking: Brings industry benchmarks, external best practices, and fresh perspectives rather than defaulting to internal conventions. • Storytelling with Data: Translates raw metrics into compelling narratives that resonate with both technical teams and executive leadership. • Proactive & Self-Directed: Takes ownership of outcomes without constant oversight; identifies the next question to ask before being prompted. • Cross-Functional Collaboration: Comfortable working across IT, operations, and business stakeholder groups to gather requirements and drive alignment. • Communication & Influence: Strong written and verbal communication; able to present findings and recommendations to Director / VP-level audiences. • Adaptability: Thrives in a fast-paced enterprise environment where priorities shift and day-to-day firefighting can redirect focus. Qualifications: • Bachelor's degree in Business Analytics, Information Systems, Computer Science, Data Science, or a related field. • 5+ years of experience in business intelligence, data analytics, or ITSM reporting roles. • Demonstrated portfolio of KPI dashboards delivered in Power BI or comparable BI platforms. • ITIL Foundation certification or equivalent ITSM knowledge (preferred). • Lean Six Sigma Green Belt or equivalent process improvement certification (preferred). • Success Criteria (First 90 Days) • Complete a gap analysis of existing dashboards and deliver a written assessment with prioritized recommendations. • Deliver a redesigned, live KPI dashboard prototype in Power BI covering service management, change management, and problem management. • Identify and document at least three new KPI views or widgets not previously available to the team. • Demonstrate measurable reduction in manual reporting effort (target: 25%+ efficiency gain). • Present an automation roadmap showing where AI-driven insights can be layered into the reporting ecosystem. • Continued Value Across the Sustain Organization Beyond the initial 90-day engagement, this role is positioned to deliver ongoing strategic value across the broader Sustain & Operations organization: • Scale Dashboard Coverage Across Functions: Extend proven KPI frameworks and dashboard templates from the initial deployment to additional teams across IBP, Supply Chain & Enabling Functions, and Consumer & Commercial, creating a unified reporting standard across the Sustain org. • Execute the AI Automation Roadmap: Move from roadmap to implementation by building automated narrative summaries, anomaly detection alerts, and scheduled insight delivery using Food and Beverage's internal AI framework, enabling dashboards to operate as self-sustaining, always-on reporting assets. • Coach and Enable the Internal Team: Provide hands-on knowledge transfer through day-to-day collaboration, equipping internal staff to independently maintain, extend, and iterate on dashboards and KPI definitions after the engagement concludes. • Iterate and Refine Based on Stakeholder Feedback: Incorporate leadership and end-user feedback from the initial rollout to refine KPI views, add new widgets, and improve data storytelling, ensuring dashboards evolve to match changing business priorities. • Drive Data Quality Improvements: Partner with data stewards to close the identified data gaps, improve resolution-type code consistency, and strengthen CMDB hygiene, raising overall data confidence from the current baseline toward a measurably higher standard. Pay Transparency:  The typical base pay for this role across the U.S. is: $75.00 - $85.00 /hour. As a non-exempt position, this role will be eligible for overtime, at 1.5 times the base rate, or as required by state or local law.  Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience.  Full-time employees are eligible for benefits including medical, dental, and vision benefits, health savings account option for qualified medical plan enrollments, accrual of up to 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, travel reimbursement, accommodations for work travel, and discretionary performance or recognition bonus. 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