ITSM Reporting Specialist

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The ITSM Reporting Specialist is responsible for delivering actionable insights, operational reporting, and executive-level dashboards that enable data-driven decision making across Enterprise Service Management processes. This role serves as the primary owner for ServiceNow reporting, performance analytics, KPI governance, and service management metrics.

In this role, you will have the opportunity to:

• Design, develop, and maintain ServiceNow reports, dashboards, scorecards, and Performance Analytics solutions that provide operational, management, and executive visibility into IT service performance.
• Develop and automate ITSM reporting and KPI frameworks, delivering actionable insights on incident, problem, change, request, knowledge, CMDB, asset, and service catalog performance while reducing - manual reporting effort.
• Analyze service delivery metrics and trends, including ticket volume, backlog, aging, MTTR, change success rates, problem trends, knowledge adoption, and service request performance, identifying opportunities for continuous improvement and risk mitigation.
• Establish and uphold reporting governance, dashboard standards, visualization best practices, and data consistency requirements, ensuring accurate and reliable reporting across ITSM processes.
• Partner with ITSM Process Owners, ServiceNow Platform teams, CMDB teams, and project stakeholders to define reporting requirements, develop success measures, and resolve data quality issues that impact reporting accuracy and decision-making.

The essential requirements of the job include:

• Bachelor's degree in a STEM-related field or equivalent experience, with 3-5+ years of experience in IT Service Management, reporting, analytics, ServiceNow administration, or a related discipline.
• Strong hands-on experience developing ServiceNow reports, dashboards, scorecards, performance metrics, and executive-level reporting solutions.
• Working knowledge of ITIL-based ITSM processes, including Incident, Problem, Change, Request, Knowledge, and Configuration Management, coupled with strong analytical and problem-solving skills.
• Proven ability to partner with stakeholders across technical and business functions, with strong communication, requirements gathering, and stakeholder management capabilities.
• Proficiency with reporting and analytics tools such as Excel, Power BI, and ServiceNow Performance Analytics, including the ability to translate service data into actionable business insights.

It would be a plus if you also possess previous experience in:

• ServiceNow certifications, including Certified System Administrator (CSA), Certified Implementation Specialist (CIS-ITSM), and/or ITIL Foundation Certification.
• Experience with CMDB/CSDM reporting, service data models, and ServiceNow Performance Analytics configuration.
• Experience supporting enterprise-scale ServiceNow environments and leveraging advanced analytics technologies such as Power BI, SQL, Python, or similar platforms.

Danaher offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job.

Check out our benefits at Danaher Benefits Info.

The annual salary range for this role is $100,000 - $120,000 CAD. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future.

This job is also eligible for bonus/incentive pay.

At Danaher, we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Danaher can provide.

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

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Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

We will ensure that individuals with disabilities are provided reasonable accommodation to access our website, and as applicable participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at 1-202-419-7762 or to request accommodation.

Originally posted on Himalayas