Senior Enterprise Performance & ITSM Analytics Lead

Location: Oakland, California, United States

Salary: $93,600–$112,300 per year

Company

hirify.global provides staffing and temporary assignment services for professional roles.

What you will do

• Define an enterprise-wide reporting strategy across native service management analytics and advanced business intelligence tools.
• Design and develop Power BI dashboards using star-schema data models, advanced DAX measures, Power Query, and role-based views.
• Architect native platform reporting, performance analytics, breakdown hierarchies, and trend-based scorecards for Incident, Change, Problem, and Service Request lifecycles.
• Own the enterprise KPI library, including metric definitions, calculation logic, and source governance.
• Engineer operational metrics that reflect SLA pauses, assignment transfers, and parent-child dependencies.
• Prepare executive steering committee and operational review reporting, translating technical data into recommendations on risks, trends, and improvement opportunities.

Requirements

• At least seven years of experience in reporting, data analytics, or performance management.
• At least five years of hands-on Power BI development with DAX, Power Query/M, and semantic modeling.
• At least five years of experience with ServiceNow or an equivalent enterprise service management or ITSM platform.
• Deep understanding of Incident, Change, Problem, and Request management lifecycles.
• Proficiency in SQL and integrating data from SharePoint, Excel, and cloud APIs.
• Ability to communicate complex data patterns to non-technical stakeholders and support governance-level reporting.

Nice to have

• Certification in Performance Analytics or ITIL Foundation.
• Experience supporting C-suite reporting.

Culture & Benefits

• Temporary assignments lasting 13 weeks or longer may include major medical, dental, vision, and 401(k) benefits.
• Statutory sick pay is provided where required.
• Reasonable accommodations are available throughout the employment process.
• Employment practices include applicable E-Verify and fair-chance requirements.