GlobexPeople
Service Performance Reporting Analyst-Remote
GlobexPeople, Dublin, Ohio, United States, 43016
HIRING….
We are looking for experience for Service Performance Reporting Analyst (ITSM/SIAM) to support our US team via remote.
Location: Remote India Employment Type: Full-time Independent Contractor Duration: Open-ended contract Shift: US Day Shift (8 hours shift) Equipment: Company Provided
Responsibilities:
Monitor and report on key performance indicators (KPIs) across managed service providers (MSPs) and internal IT teams.
Collect, validate, and analyze service performance data using standardized ITSM measurement points.
Build, maintain, and enhance reports and dashboards in ServiceNow and Power BI.
Identify trends, risks, gaps, and “watermelon” metrics (green KPIs masking underlying issues).
Produce regular, actionable performance reports for leadership and governance forums.
Support SLA, OLA, and SLO reporting in close collaboration with the SIAM Governance Lead.
Ensure reporting accuracy and alignment across Service Integrators and our client’s IT organization.
Report on problem audits to support quality analysis and continuous improvement initiatives.
Maintain real-time dashboards to provide visibility across Towers and Service Integrators
Requirements:
ITIL v3 certification with strong understanding of SMO, SLM, and SLR processes.
Hands‑on experience building reports and dashboards in
ServiceNow
and
Power BI .
Working knowledge of
Celonis
or similar process mining tools.
Solid understanding of ITSM measurement frameworks and performance reporting best practices.
Strong analytical skills with the ability to translate data into clear, actionable insights.
Ability to work independently and collaborate effectively in a global, matrixed environment
If you are interested send your CV’s to apply@peopleplustech.com
#J-18808-Ljbffr
Location: Remote India Employment Type: Full-time Independent Contractor Duration: Open-ended contract Shift: US Day Shift (8 hours shift) Equipment: Company Provided
Responsibilities:
Monitor and report on key performance indicators (KPIs) across managed service providers (MSPs) and internal IT teams.
Collect, validate, and analyze service performance data using standardized ITSM measurement points.
Build, maintain, and enhance reports and dashboards in ServiceNow and Power BI.
Identify trends, risks, gaps, and “watermelon” metrics (green KPIs masking underlying issues).
Produce regular, actionable performance reports for leadership and governance forums.
Support SLA, OLA, and SLO reporting in close collaboration with the SIAM Governance Lead.
Ensure reporting accuracy and alignment across Service Integrators and our client’s IT organization.
Report on problem audits to support quality analysis and continuous improvement initiatives.
Maintain real-time dashboards to provide visibility across Towers and Service Integrators
Requirements:
ITIL v3 certification with strong understanding of SMO, SLM, and SLR processes.
Hands‑on experience building reports and dashboards in
ServiceNow
and
Power BI .
Working knowledge of
Celonis
or similar process mining tools.
Solid understanding of ITSM measurement frameworks and performance reporting best practices.
Strong analytical skills with the ability to translate data into clear, actionable insights.
Ability to work independently and collaborate effectively in a global, matrixed environment
If you are interested send your CV’s to apply@peopleplustech.com
#J-18808-Ljbffr