ITSM Data & Reporting Analyst/Power BI

Are you ready to turn complex IT operations data into insights that improve service performance? Apply Now!

Working with one of our top financial clients, this role calls for an ITSM Data & Reporting Analyst/Power BI to transform ITSM and operational information into actionable reporting and analytics. You will design and evolve enterprise reporting solutions across Power BI, ServiceNow, and integrated data sources, enabling proactive, insight-driven operations. You’ll partner with technology, operations, and business stakeholders as a trusted advisor to shape reporting strategies that support critical banking services.

Pay rate range (CAD): $65.30/hr – $78.37/hr

Responsibilities

Design, develop, and maintain Power BI dashboards for ITSM performance, KPIs, and operational health
Integrate and analyse data across ServiceNow (Incident, Problem, Change, CMDB) and additional cloud, infrastructure, and application sources
Translate complex datasets into clear, executive-ready insights, highlighting trends, risks, and opportunities
Lead proactive trend analysis to identify systemic issues and continuous improvement opportunities
Gather and refine reporting requirements, prioritizing stakeholder needs and delivering scalable solutions
Define and maintain standard reporting frameworks, KPI definitions, and data models
Ensure data quality, governance, integrity, and documentation across all reporting solutions
Drive automation and continuous improvement initiatives to reduce manual effort and improve reporting efficiency
Facilitate cross-functional discussions to support data-informed decision-making
Desired Skill-Set

5 to 7+ years of experience in reporting, analytics, or business intelligence
5+ years of experience with Power BI development, including data modeling, DAX, and dashboard design
Strong understanding of ITIL frameworks and Site Reliability Engineering practices
Hands-on experience with ServiceNow ITSM data (Incident, Problem, Change, CMDB) and operational reporting
Ability to translate data into meaningful insights and executive narratives for business leadership
Analytical mindset with the ability to identify trends, patterns, and anomalies
Proven cross-functional experience working with technical and business stakeholders
Strong communication, facilitation, and documentation skills
Experience in IT environments, preferably within financial services
Bachelor’s degree required (Business, Finance, Engineering, Science, Mathematics, or related field preferred)
Nice to Have

Prior experience in financial services
Experience with business process mapping, requirements documentation, and solution design
Ability to influence across technical and business teams
High attention to detail with a focus on data accuracy and quality
Strong problem-solving skills and ability to manage competing priorities
Confidence working independently in a fast-paced, high-visibility environment
Creative problem-solving and solution proposal mindset