IT Service Management Reporting & Dashboard Analyst

Job Summary 
Our client, a Fortune 200 company, is seeking a senior-level IT Service Management Reporting & Dashboard Analyst with hands-on development experience in Power BI and ServiceNow. This analyst will partner with senior leadership to guide and shape the transition from Remedy to ServiceNow.
  
Core Responsibilities 

• Guiding and shaping the approach to ServiceNow development environment
• Planning and strategizing the transition from Remedy to ServiceNow
• Advising on how dashboards and reporting should be structured during and after the migration
• Design and develop end-to-end Power BI solutions, including data ingestion, transformation (Power Query/M), and semantic data modeling
• Create interactive dashboards with drill-downs, filters, and role-based views for operational and executive audiences
• Integrate data from multiple sources (e.g., ServiceNow, SharePoint, Excel, or others) and optimize performance through efficient modeling and query design
• Develop ServiceNow reports and dashboards across ITSM modules 
• Build reports using advanced filters and logic to reflect lifecycle behavior 
• Develop reports and dashboards across ITSM modules
• Apply advanced filtering and logic to reflect lifecycle behavior
• Validate accuracy against ServiceNow source data and platform logic to ensure trusted outputs
• Optimize performance, usability, and scalability
• Analyze data to identify trends, anomalies, and improvement opportunities across ITSM
• Document metric definitions, calculations, and report logic in the standardized metrics and KPI library to ensure consistency and traceability
• Partner with process teams to improve reporting data quality

Required Skills/Experience (Must-Haves) 

• Power BI and ServiceNow are both must-haves.
• Experience building dashboards and reports 
• Experience pulling and sourcing data from APIs and ServiceNow 
• Experience creating data models 
• Experience developing metrics, dashboards, and reports based on business needs 
• Strong ITSM experience is critical.
• Candidate should understand: Incident Management, Change Management, Problem Management, Ticketing structures and fields, and KPI development and reporting for service management functions 

Key Competencies & Behaviors 

• Strategic Thinking
• Consultative Partnership
• Attention to Data Integrity and Accountability

Work Environment 

• Location: Oakland, CA
• Hybrid (one to two days onsite depending on meetings, three days remote)
• Contract role

Compensation & Benefits 

• Pay Range: The approximate pay range for this position is between $43.00 and $52.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums. 
• Medical, Dental, & Vision Insurance Plans 
• Employee-Owned Profit Sharing (ESOP) 
• 401K offered 

About KellyMitchell
At KellyMitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges. As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice. 

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