Job Description

Get AI-powered advice on this job and more exclusive features. Direct message the job poster from McKesson We are seeking a highly analytical and collaborative Senior ITSM Analyst, Reporting & Analytics to join our IT Service Management (ITSM) team. This role involves a blend of technical data analysis skills, an understanding of ITSM principles and practices, and strong communication abilities to translate data into actionable insights that drive service excellence and operational efficiency. Key Responsibilities Data Analysis: Analyzing data from ITSM systems (like ServiceNow ) to identify trends, patterns, and areas for improvement in IT service delivery. Reporting and Visualization: Developing and maintaining reports and dashboards that provide clear, concise insights into IT service performance metrics. Performance Monitoring: Tracking key performance indicators (KPIs) to monitor service health and identify areas needing attention. Trend Analysis: Identifying recurring issues or trends in ITSM processes to address root causes and improve overall service stability. Data-Driven Recommendations: Providing recommendations to stakeholders based on data analysis to improve service delivery, optimize processes, and enhance user experience. Stakeholder Collaboration: Working with various stakeholders to understand their needs, communicate findings, and ensure data-driven decision-making is implemented effectively. Data Governance: Contributing to the development and maintenance of data governance frameworks to ensure data quality, consistency, and accuracy. Continuous Improvement: Participating in continuous improvement initiatives to refine reporting processes, enhance data quality, and improve the overall effectiveness of data-driven ITSM. A degree or equivalent and typically requires 7+ years of relevant experience. What You Bring 3+ years of experience as an ITSM Reporting Analyst or Business Analyst with increasing levels of responsibility. Solid understanding of ITIL-based ITSM processes, with practical experience in reporting and process optimization. Advanced experience with ServiceNow Reporting and Performance Analytics, including KPI and dashboard creation. Strong proficiency in data analysis, including statistical methods and data modeling Experience with visualization tools like Tableau, Power BI, or ServiceNow Performance Analytics for building intuitive dashboards and reports. Ability to translate complex data into clear, actionable insights for both technical and non-technical audiences. Familiarity with ITSM platforms, databases, and scripting languages (e.g., SQL, Python) for data manipulation and automation. Preferred Qualifications Experience working in a large-scale ITSM environment Certification in ITIL or related ITSM methodologies Background in IT service delivery or operations analytics Experience with ServiceNow modules beyond ITSM (e.g., CMDB, Service Catalog, ITOM). Please note that only candidates authorized to work in the US will be considered for this position. Sponsorship is not available. Seniority level Seniority level Associate Employment type Employment type Full-time Job function Job function Information Technology Industries Hospitals and Health Care Referrals increase your chances of interviewing at McKesson by 2x Inferred from the description for this job Medical insurance Vision insurance 401(k) Get notified when a new job is posted. Sign in to set job alerts for “Information Technology Service Management Analyst” roles. Senior ITSM Analyst, Reporting & Analytics Irving, TX $109,700.00-$182,900.00 1 week ago Plano, TX $88,800.00-$145,000.00 2 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr McKesson

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