ServiceNow Reporting Analyst

Version 1 has celebrated over 26 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Version 1 has several strategic technology partners including Microsoft, AWS, Oracle, Red Hat, OutSystems and Snowflake. We’re also an award-winning employer reflecting how employees are at the heart of Version 1. 

We’ve been awarded: Innovation Partner of the Year Winner 2023 Oracle EMEA Partner Awards, Global Microsoft Modernising Applications Partner of the Year Award 2023, AWS Collaboration Partner of the Year - EMEA 2023 and Best Workplaces for Women by Great Place To Work in UK and Ireland 2023. 

As a consultancy and service provider, Version 1 is a digital-first environment and we do things differently. We’re focused on our core values; using these we’ve seen significant growth across our practices and our Digital, Data and Cloud team is preparing for the next phase of expansion. This creates new opportunities for driven and skilled individuals to join one of the fastest-growing consultancies globally. 

We are seeking a detail-oriented and proactive ServiceNow Reporting Analyst to join our Global Service Centre team. In this role, you will be responsible for delivering accurate and timely reporting solutions to internal staff based on their requirements within the ServiceNow platform.

The ideal candidate will have hands-on experience with ServiceNow, a strong understanding of IT service management processes, and the ability to create, customize, and manage reports and dashboards to support operational decision-making.

Our Global Service Centre is a core delivery component of the Version 1 ASPIRE Managed Services that place AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on shift-left and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product.

Key Responsibilities:

• Report Development and Delivery:
  • Establish standard catalogue item(s) for stakeholders to request.
  • Collaborate with internal teams to gather reporting requirements for ServiceNow data.
  • Design, develop, and maintain custom reports and dashboards in ServiceNow to meet business and operational needs.
  • Create complex reports using ServiceNow reporting tools such as Platform Analytics, Performance Analytics, Report Designer, and Dashboard widgets such as VividCharts.
  • Provide guidance on the interpretation of reports and assist teams in making data-driven decisions.
  • Maintain a reporting catalogue repository.
• Data Analysis and Insights:
  • Analyze ServiceNow data to identify trends, inefficiencies, or potential improvements within the request fulfillment process.
  • Work with stakeholders to ensure that reports provide meaningful insights and actionable recommendations.
• System Configuration and Optimization:
  • Configure ServiceNow reporting tools to ensure reports align with business requirements and best practices.
  • Continuously monitor and optimize reports and dashboards for performance and accuracy.
  • Perform root cause analysis when discrepancies or data inconsistencies arise.
• User Support and Training:
  • Serve as a point of contact for internal staff requesting reporting assistance.
  • Provide training and support to end-users on how to access, interpret, and utilize reports effectively.
  • Assist in troubleshooting any report-related issues and resolve them in a timely manner.
• Documentation and Compliance:
  • Ensure all report configurations, customizations, and processes are documented according to company standards.
  • Adhere to data governance and compliance standards when handling sensitive or restricted information within ServiceNow reports.
• Continuous Improvement:
  • Stay up to date with new ServiceNow features and best practices related to reporting and request fulfilment.
  • Proactively identify opportunities to improve reporting accuracy, efficiency, and user experience.
• Key Competencies:
• Specialist in ServiceNow Reporting, Platform Analytics or Performance Analytics.
• Experience working in Agile or other iterative project management environments.
• Experience with advanced data visualization tools (e.g., Power BI, Tableau) is a plus.

• Education and Experience:
  • Bachelor's degree in Information Technology, Business, or related field (preferred).
  • Minimum of 2-3 years of experience with ServiceNow, specifically in report development, data analysis, and ServiceNow request fulfillment processes.
• Technical Skills:
  • Strong working knowledge of ServiceNow reporting tools (e.g., Platform Analytics, Performance Analytics, Report Designer).
  • Experience of VividCharts desirable.
  • Experience with ServiceNow request management and fulfillment processes.
  • Familiarity with ITIL best practices and frameworks (preferably ITIL Foundation certified).
• Soft Skills:
  • Strong analytical and problem-solving skills.
  • Excellent communication skills with the ability to convey technical information to non-technical users.
  • Ability to work independently and manage multiple tasks and deadlines effectively.
  • Detail-oriented with a focus on accuracy and quality.

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their well-being, professional growth, and financial stability. 

One of our standout advantages is the ability to work with a hybrid schedule along with business travel, allowing our employees to strike a balance between work and life. We also offer a range of tech-related benefits, including an innovative Tech Scheme to help keep our team members up-to-date with the latest technology. 

We prioritise the health and safety of our employees, providing private medical and life insurance coverage, as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations, including AWS, Microsoft, Oracle, and Red Hat. 

Our employee-designed Profit Share scheme divides a portion of our company's profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential, offering Pathways Career Development Quarterly, a programme designed to support professional growth.