ServiceNow Performance Analytics Analyst

Our client is seeking a talented ServiceNow Data and Performance Analytics Reporting Analyst to drive data-driven decision-making and operational excellence within our Shared Services organization. This role combines deep analytical expertise with strong technical skills in ServiceNow, data visualization, and reporting. You will develop and maintain comprehensive reporting and analytics capabilities that provide actionable insights to support organizational performance and inform strategic decision-making across People Operations & Digital Solutions.

What you'll be doing

Data Analysis & Insights Generation

• Utilize AI and machine learning techniques to identify patterns and generate predictive insights that inform strategic decision-making.
• Analyze data from ServiceNow and other sources to identify trends, patterns, and opportunities for improvement.
• Manage inbound ServiceNow tickets and inquiries from HR Agents for data requests and respond within designated SLAs.
• Support ad-hoc reporting requests, data analysis, and benchmarking initiatives as needed for the business.
• Lead audit opportunities and processes for HR Agents, including identifying case backlogs, highlighting missing information, and verifying HR case accuracy.

Reporting Development & Analytics

• Design and develop dashboards, reports, and performance metrics to support organizational goals and KPIs.
• Build ServiceNow Performance Analytics reports and visualizations, including AI-assisted dashboards that provide predictive insights and automated anomaly detection.
• Create and maintain comprehensive documentation for reports, data sources, and analytics processes.
• Document requirements for new dashboards and reporting needs, hosting enablement and training sessions with users for adoption.
• Identify opportunities for new KPIs based on People Operations Center of Excellence support and business needs.

Data Governance & Integrity

• Ensure the accuracy, consistency, and reliability of data by implementing and maintaining data governance practices.
• Monitor data quality and implement controls to prevent inconsistencies across reporting systems.
• Collaborate with stakeholders to validate data and resolve discrepancies.

Stakeholder Collaboration & Communication

• Work closely with cross-functional teams to gather reporting requirements and ensure alignment with business objectives.
• Monitor key performance indicators (KPIs) and provide regular updates to stakeholders on performance against targets.
• Provide training and support to end-users on reporting tools, best practices, and self-service analytics capabilities.
• Act as a liaison between Shared Services teams and technical resources to support analytics initiatives.

Continuous Improvement

• Identify areas for process improvement within reporting and analytics functions and work with teams to implement enhancements.
• Champion best practices in data visualization and reporting methodologies across the organization.
• Stay current with ServiceNow platform updates and new analytics capabilities.

What you'll bring to the role

• 4+ years of experience in data analysis, reporting, or business intelligence with at least 2+ years focused on ServiceNow Performance Analytics
• Proven experience in data analysis and reporting, preferably within the ServiceNow platform.
• Deep hands-on experience with ServiceNow Performance Analytics and HRSD modules for report development and customization.
• Experience with AI/ML concepts and tools within analytics platforms (e.g., ServiceNow AI capabilities, predictive analytics).
• Familiarity with natural language processing (NLP) for data query and insight generation.
• Knowledge of AI-assisted reporting and automated insights generation.
• Strong proficiency in reporting and data visualization tools (e.g., ServiceNow Performance Analytics, Excel, Power BI).
• Familiarity with data visualization best practices and techniques.
• Experience with scripting languages (JavaScript, etc.) for report customization is a plus.
• Knowledge of P&P KPI principles and ServiceNow modules.
• Certification in ServiceNow or related analytics tools is a plus.
• Excellent analytical and problem-solving skills with attention to detail.
• Strong communication skills with the ability to present data-driven insights clearly to both technical and non-technical stakeholders.
• Strong organizational skills and ability to manage multiple requests and priorities.
• High degree of attention to accuracy and data quality.