ITSM Reporting Specialist (ServiceNow)

Location: London, Ontario, Canada; eligible for a remote work arrangement from home

Salary: CAD 100,000–120,000 annually, plus bonus/incentive pay

Company

hirify.global is a global science and technology company operating across life sciences, diagnostics, and biotechnology businesses.

What you will do

• Design, develop, and maintain ServiceNow reports, dashboards, scorecards, and Performance Analytics solutions.
• Develop and automate ITSM reporting and KPI frameworks across incident, problem, change, request, knowledge, CMDB, asset, and service catalog processes.
• Analyze service delivery metrics including ticket volume, backlog, aging, MTTR, change success rates, problem trends, knowledge adoption, and service request performance.
• Establish reporting governance, dashboard standards, visualization practices, and data consistency requirements.
• Partner with ITSM process owners, ServiceNow platform teams, CMDB teams, and project stakeholders to define requirements and resolve data quality issues.

Requirements

• Bachelor’s degree in a STEM-related field or equivalent experience, with 3–5+ years in IT service management, reporting, analytics, ServiceNow administration, or a related discipline.
• Hands-on experience developing ServiceNow reports, dashboards, scorecards, performance metrics, and executive-level reporting solutions.
• Working knowledge of ITIL-based Incident, Problem, Change, Request, Knowledge, and Configuration Management processes.
• Strong analytical, problem-solving, communication, requirements-gathering, and stakeholder-management skills.
• Proficiency with Excel, Power BI, and ServiceNow Performance Analytics.

Nice to have

• ServiceNow CSA, CIS-ITSM, or ITIL Foundation certification.
• Experience with CMDB/CSDM reporting, service data models, and ServiceNow Performance Analytics configuration.
• Experience supporting enterprise-scale ServiceNow environments.
• Experience with Power BI, SQL, Python, or similar advanced analytics technologies.

Culture & Benefits

• Culture focused on continuous improvement, belonging, and internal career development.
• Comprehensive benefits, including health care programs and paid time off.
• Flexible remote working arrangements for eligible roles.
• Opportunity to contribute to science, diagnostics, and biotechnology initiatives.