обновлено 6 дней назад
IT Service Lead Analyst (ServiceNow)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
IT Service Lead Analyst (ServiceNow): Defining KPI frameworks, dashboards, and operational reporting for International Health Technology application production support with an accent on service performance analysis, reporting quality, and actionable insights. Focus on analyzing SLA performance, ticket backlogs, incident trends, service risks, and workload imbalances while driving continuous service improvement.
Location: Hybrid role in Bengaluru, India
Company
is a global health service company operating in more than 30 countries and serving customers and patients worldwide.
What you will do
- Define, maintain, and improve KPI frameworks for application production support.
- Develop dashboards, reporting packs, and executive-level performance summaries.
- Monitor SLA performance, backlog, ticket aging, reopens, queue health, incident trends, and service stability.
- Identify recurring issues, service risks, performance deterioration, capacity concerns, and workload imbalances through trend analysis.
- Support monthly and quarterly service review forums with performance commentary, recommendations, and action follow-through.
- Partner with ServiceNow and reporting teams to improve dashboard design, automation, reporting consistency, and self-service capabilities.
Requirements
- Experience defining and managing KPIs, dashboards, and operational reporting in technology or service operations environments.
- Strong ability to analyze service data, identify trends, and translate findings into practical recommendations.
- Experience with ServiceNow reporting, dashboards, queues, or service management datasets.
- Understanding of ITIL-aligned incident, request, problem, and change management metrics.
- Ability to communicate performance insights to operational teams and senior stakeholders.
- Experience working with cross-functional technology and service management teams.
Nice to have
- Experience with Power BI, Excel, ServiceNow Performance Analytics, or similar analytics and visualization tools.
- Experience supporting application production support environments.
- Experience in regulated industries such as healthcare, insurance, or financial services.
Culture & Benefits
- Hybrid working environment supporting collaboration and flexibility.
- Competitive salary and comprehensive rewards package.
- Private medical insurance for the employee and eligible dependents.
- Wellbeing benefits supporting physical, mental, and financial wellness.
- Educational development program for skills growth and career advancement.
- Opportunity to contribute to a global healthcare organization and work with experienced technology and service management professionals.
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