Senior ITSM Reporting and Dashboard Analyst

Job Title: Senior ITSM Reporting and Dashboard Analyst Duration: 05 Months Location: Oakland, CA/Hybrid Pay Rate: $ 55.71/hr Position Summary: • We are seeking a senior-level ITSM Reporting & Dashboard Analyst / Developer with expertise in Power BI and ServiceNow reporting to support IT Service Management (ITSM) operations, governance, and the transition from BMC Remedy to ServiceNow ITSM/ITOM. • This role will design, develop, and guide the reporting and dashboarding solutions across ITSM processes and governance, including but not limited to Incident, Change, Problem, Work Orders, CMDB. In addition to dashboard development, this role will help define the overall reporting approach, including evaluating when to leverage Power BI versus native ServiceNow reporting and Performance Analytics. • The ideal candidate will work closely with ITSM process owners and leadership to define reporting requirements, establish a standardized metrics and KPI library, and determine the appropriate reporting platform strategy. This includes supporting near-term reporting in Power BI (e.g., leveraging Remedy data to define and prototype metrics and dashboards) while preparing for a transition to ServiceNow-based reporting and dashboards in alignment with platform capabilities. • This individual will translate operational data into actionable insights and provide recommendations that support decision-making, governance review boards, compliance, and continuous improvement, while ensuring reporting solutions are scalable, accurate, and aligned to long-term ITSM strategy. Qualifications • Bachelor's degree in IT, Data Analytics, Business, or related field (or equivalent experience) • 7+ years in reporting, analytics, business intelligence, or ITSM performance reporting • 5+ years of Power BI development (DAX, Power Query, data modeling) • 5+ years with ServiceNow reporting across ITSM/ITOM/FSM • Hands-on experience with ServiceNow Performance Analytics (indicators, breakdowns, scorecards, trending) • Strong knowledge of ITSM processes and lifecycle (Incident, Change, Problem, Work Orders, Requests, SLA) Desired Skills: • ServiceNow Certified Implementation Specialist – Platform Analytics (CIS-PA) or equivalent performance analytics experience • ITIL Foundation certification • MS Power BI certification (or equivalent expertise) • Experience supporting executive or governance reporting Equal Employment Opportunity Statement Intelliswift celebrates a diverse and inclusive workforce. We offer equal employment opportunities to all applicants and employees. All qualified applicants will be considered regardless of race, color, sex, gender identity, gender expressions, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other protected basis under the law. Americans with Disabilities Act (ADA) If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact Intelliswift Human Resources Department Other Employment Statements Intelliswift participates in the E-Verify program. Learn More For information on Intelliswift Software, Inc., visit our website at www.intelliswift.com.