IT Service Reporting Lead JP5355

IT Service Reporting Lead (ServiceNow)


Develop and drive implementation of an overall IT operational reporting strategy to cater to the requirements of both our customers and internal teams for actionable insights through identifying, developing and recommending appropriate data sources, analytics, modelling and reporting methodologies and driving towards automation and self-service capability.

 Key accountabilities:


  • Develop and drive implementation of overall reporting strategy for IT service delivery performance reporting and related actionable insights both for our customers and internal operational teams through gathering requirements from various stakeholder groups


  • Work with various IT operational teams and customers across all functions to gather and analyse their reporting requirements to lead the development of management and statistical reports that provide insights to analyse business processes/functions and key operations and performance metrics
  • Develop and deliver the approach to drive automation and self-service for reporting
  • Assist in developing compelling and informative graphs, analyses, and dashboards using Service Now as the core platform along with other technologies by setting standards of excellence in reporting and analytics around quality, timeliness and insights
  • Coach and mentor other team members to be self-sufficient in the day to day management of operational reporting
  • Identify and collect data from a variety of sources to meet various reporting requirements, including the ITSM tool (ServiceNow including Performance Analytics Module), Operations Management tools (SolarWinds, Splunk etc.) and call centre queue management system (AWS Connect)


  • Develop and improve on recurring reporting and dashboard publications for Service Level Management, Service Request Management, Incident Management, Problem Management, Change Management, Asset & Configuration Management, Service Desk, Service Catalogue Mgmt and as well as operations metrics and trend reporting
  • Design, develop and maintain procedural documentation in the development of reports and their ongoing maintenance for use by the operational resources within the team
  • Develop adequate knowledge articles that enable self-help reporting capability
  • Manage access control for reporting and dashboard information distribution in Service Now


  • Work closely with the operational teams and other senior management as well as relevant customer personnel to ensure reporting and dashboards are relevant and meet their intended purpose


Qualifications/Industry Certification:


  • ITIL V3 or V4  Foundation certification
  • Proficiency with MS Powerpoint, Word, Excel
  • Service Now - Performance Analytics along with any other modules


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