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Description

Technology Operations plays a critical role in maintaining the quality and resilience of our production environments. This position supports the ServiceNow Data Analytics team by delivering actionable insights from operational data and performance metrics.

The Senior Analyst will collaborate with Principal Analysts within Digital Technology Service Management (DTSM) to extract meaningful insights from operational data for leadership reporting. This position requires cross-functional partnership with Digital Technology subject matter experts to analyze operations and deliver strategic feedback based on data findings. The role focuses on identifying improvement opportunities and awareness gaps through comprehensive data analysis, ultimately providing actionable, data-driven insights to drive operational excellence.

Essential Job Accountabilities:

• Assess organizational structures, processes, and objectives to identify operational issues, improvement opportunities, and data-driven solutions.

• Gather, analyze, and document business and technical requirements in a clear, structured, and actionable format to support analytics and operational initiatives.

• Serve as a liaison between business stakeholders and technical teams by converting business needs into well-defined technical and analytical requirements.

• Derive meaningful insights from operational data and recommend or design new processes and procedures to support business and technology objectives.

• Develop reports, dashboards, and visualizations that effectively communicate data-driven insights and recommendations to leadership and stakeholders.

• Perform ongoing evaluations of technology operations and analytics processes, recommending optimization and modernization strategies to improve efficiency and effectiveness.

• Support analytics solutions post-implementation to ensure data accuracy, relevance, and alignment with intended business outcomes.

Qualifications

Minimum requirements:

• Bachelor’s degree or related experience

• Field of study: Engineering, Technology, Computer Science, Statistics, Operations Research, Applied Mathematics, Economics

• Full time or internship experience in analytics/business intelligence

• 4+ years relevant work experience

• Experience with statistical analysis techniques and exploratory data analysis (EDA)

• Hands-on experience with BI and analytics tools such as Power BI and Python

• Basic hands-on experience with ServiceNow and monitoring tools, with a general

• Proficiency in querying and manipulating data using SQL,Python with strong working knowledge of Microsoft Excel

• Strong business acumen with the ability to analyze data, identify patterns, and generate actionable insights

• Strong analytical skills with the ability to understand business and technology requirements and perform root-cause analysis

• Understanding of their usage is preferred

• Strong communication and project coordination skills

• Proficiency in Microsoft PowerPoint

• Strong interpersonal skills with a focus on teamwork

Preferred requirements:

• Master's degree or related experience

• Field of study: Data Science, Business Analytics, Engineering, Technology, Computer Science, , Statistics, Operations Research, Applied Mathematics, Economics

• At least 1 year of project management experience.

• Experience with IT Service Management (ITSM).