IS Specialist(Senior ITSM, KPI and Reporting Lead)

Overview

Senior IS Specialist leading ITSM reporting, analytics and performance measurement for IT, turning operational data into actionable insights that drive service excellence and continual improvement.

What you'll do

• Develop, maintain and enhance ITSM dashboards, scorecards and KPI reporting across Incident, Problem, Change, Request, Asset and Service Level Management processes.
• Analyse service performance data to identify trends, recurring issues, service improvement opportunities and operational risks.
• Design and implement metrics frameworks that align ITSM performance measurement with business objectives and service delivery goals.
• Produce executive-level reporting and presentations that translate complex operational data into actionable business insights.
• Monitor and report on SLA, OLA and KPI compliance, highlighting performance gaps and recommending corrective actions.
• Partner with IT leadership, service owners and operational teams to establish meaningful performance metrics and reporting standards.
• Develop predictive and trend-based analytics to support capacity planning, resource forecasting and proactive service improvement initiatives.
• Ensure the accuracy, integrity and governance of ITSM data across platforms such as ServiceNow, BMC Remedy, Jira Service Management or similar tools.
• Create and maintain automated reporting solutions, dashboards and data visualizations using tools such as Power BI, Tableau, Excel or SQL-based reporting platforms.
• Analyze customer satisfaction (CSAT), service desk performance and operational efficiency metrics to improve end-user experience.
• Support Continual Service Improvement (CSI) programs by measuring outcomes and tracking benefits realization from improvement initiatives.
• Define and document metric definitions, calculation methodologies, reporting procedures and data standards.
• Conduct ad hoc data analysis and provide recommendations to support strategic IT decisions and operational planning.
• Drive the adoption of data-driven decision-making across IT operations by promoting effective use of metrics and performance insights.
• Present findings, trends, risks and improvement recommendations to senior management, stakeholders and governance boards.
• Identify opportunities for reporting automation and process optimization to increase efficiency and reduce manual effort.
• Support ITIL-aligned service management practices by ensuring metrics accurately reflect service health, quality and business value.
• Additional duty: Enable now SAP application, Product Champion.

What you'll need

• ITIL Foundation Certification.
• Total 12+ years of IT experience.
• 5+ years of experience in IT Service Management (ITSM), IT Operations Analytics, Service Reporting, Business Intelligence or a related field.
• 3+ years of experience developing and managing enterprise-level KPIs, dashboards and performance reporting.
• Proven experience supporting ITIL-based service management processes including Incident, Problem, Change, Request, Asset and Service Level Management.
• Experience working with enterprise ITSM platforms such as ServiceNow, BMC Remedy, Jira Service Management or similar solutions.
• Deep understanding of ITIL best practices and service management frameworks.
• Experience supporting global IT operations and service delivery organizations.
• Strong business acumen with the ability to align technical metrics to business outcomes.
• Proven track record of driving measurable improvements in service performance, customer satisfaction and operational efficiency through analytics and reporting.
• Demonstrated ability to analyse large data sets and translate findings into actionable business recommendations.
• Experience presenting analytical findings and recommendations to senior leadership and executive stakeholders.

Nice to have

• Microsoft Power BI Data Analyst Associate (PL-300).
• Certified Business Analysis Professional (CBAP), Certified Analytics Professional (CAP), or equivalent analytics certification.
• ServiceNow Certified System Administrator or ServiceNow Reporting certifications.

Details

• Location: Bangalore, Karnataka (preferred).
• Work mode: onsite, five days a week.
• Shift timing: 01:00 PM to 10:00 PM IST.
• Relocation is unavailable.
• Visa sponsorship is not available.