Service Reporting Analyst

We are seeking an experienced Service Reporting Analyst with strong skills in Power BI, Service Level Management, ITSM reporting, and data analysis to join our Service Delivery team. In this role, you will be responsible for developing client-ready reports and dashboards that provide actionable insights across service operations within a multi-vendor environment, service management processes, customer satisfaction, and contract performance. 
 

You’ll work closely with senior stakeholders across Service Delivery, technical teams, and clients to ensure reporting is accurate, timely, and aligned with strategic objectives. If you thrive in a data-driven environment and enjoy turning complex metrics into meaningful reports, visualisations, and automated solutions, we’d love to hear from you. 

Key Responsibilities 

• Develop and deliver high-quality, accurate, and timely reports and dashboards aligned with client requirements and contractual obligations. 

• Act as a bridge between clients and technical teams to gather requirements and translate them into reporting solutions. 

• Design, maintain, and improve dashboards and recurring reports across ITIL processes including: 

•   - Incident, Problem, Change & Request Management 

•   - Asset & Configuration Management 

•   - Service Level Management and SLA compliance 

• - Service Level Management and SLA compliance 

•   - Performance Management and trend analysis 

• Use BI tools such as Power BI with Power Query and DAX to create visually engaging and automated reporting solutions. 

• Perform data analysis to identify trends, anomalies, and opportunities for service improvement. 

• Develop and implement automation for recurring reporting tasks and data workflows to improve efficiency and reduce manual effort. 

• Source and validate data from multiple systems including ServiceNow, monitoring tools, and call centre platforms. 

• Ensure strict adherence to reporting schedules, with a focus on accuracy, consistency, and SLA alignment. 

• Develop and implement access control measures for reporting and dashboards as per data governance standards. 

• Respond to ad-hoc reporting requests and work closely with clients to meet evolving analysis needs. 

• Support the implementation of self-service reporting solutions and dashboards to improve business data literacy. 

• Collaborate with service management teams to enhance reporting frameworks and drive continual improvement. 

Key Skills & Experience 

• Minimum 5 years' experience in IT service delivery, working with process owners and operational teams on ITSM reporting. 

• Demonstrated ability to produce comprehensive periodic reporting for senior management and governance forums. 

• Strong understanding of KPIs, metrics, SLA reporting, and performance analysis within an IT service environment. 

• Expertise in Power BI, Power Query, data modelling, and visualisation best practices. 

• Hands-on experience with ServiceNow and other ITSM platforms for data extraction and reporting. 

• Experience with ETL processes, data analysis, and automation across multiple data sources. 

• Advanced Excel skills including pivot tables, lookups, and complex formulas. 

• Experience in working with large-scale contracts, particularly within the government or public sector is highly desirable. 

• Strong stakeholder engagement skills and the ability to translate business requirements into technical reporting solutions. 

• Understanding of data governance, access control, and secure distribution of sensitive reporting content. 

Why Join Us? 

• This role is a once in a lifetime opportunity  

• Be part of a collaborative and performance-focused team. 

• Contribute to high-profile service contracts and government programs. 

• Flexible work arrangements, including remote and hybrid options. 

• Ongoing learning and development opportunities in BI, ITSM tools, and automation. 

• Work in an environment that values accuracy, transparency, and data-driven decision-making.