Business Data Analyst II

The Business Analytics and Incident Management Specialist will be responsible for developing and maintaining robust analytics and reporting frameworks within ServiceNow to drive insights into service desk performance and incident management. This role will also involve incident categorization, escalation, and resolution, ensuring that all incidents are addressed promptly and effectively.

Key Responsibilities:

Service Analytics 

• Develop, maintain, and enhance ServiceNow statistical reports and dashboards to provide clear visibility into service desk performance, incident trends, and problem management activities.
• Conduct in-depth analysis of service desk data to identify trends, root causes of incidents, and opportunities for service improvement.
• Proactively identify areas where analytics can inform experience improvement or service design decisions related to incidents.
• Translate business challenges into data-driven opportunities, providing actionable insights to stakeholders.
• Collaborate with Service Desk Subject Matter Experts (SMEs) and proximity technicians to gather context, insights, and environmental awareness to better illustrate analytics.
• Provide regular, tailored insights (weekly/monthly) on operational KPIs, backlog trends, service level performance, and business-impacting issues.
• Facilitate data-driven discussions with service managers to ensure alignment between analytics outputs and stakeholder priorities.
• Support the implementation and adoption of agile methodologies for service delivery improvements.
• Manage and evolve analytics specific to stakeholder needs, ensuring consistent delivery of high-quality, timely, and relevant analytics.
• Leverage AI and machine learning techniques to identify trends, detect anomalies, and generate insights for stakeholders.
• Develop predictive models for incident occurrence to proactively mitigate potential disruptions.

Incident Management 

• Categorize incidents reported by users or identified through ticketing systems (ServiceNow).
• Escalate complex or unresolved incidents to appropriate technical teams or subject matter experts.
• Maintain communication with users regarding the status of their incidents and provide regular updates.
• Document detailed records of incidents, diagnoses, resolutions, and escalations in a knowledge base.
• Collaborate with other IT teams to resolve incidents effectively.
• Identify recurring incidents and contribute to problem management efforts to prevent future occurrences.
• Ensure incidents are resolved within agreed-upon Service Level Agreements (SLAs).

Qualifications:

• Bachelor"s degree in Computer Science, Information Technology, Data Science, or a related field.
• Proven experience in data analysis, reporting, and dashboard creation, particularly in ServiceNow or similar platforms.
• Strong understanding of incident management processes and frameworks.
• Familiarity with AI and machine learning applications in IT service management is a plus.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work collaboratively in a team environment and engage with stakeholders at all levels.
• Proficiency in data visualization tools and statistical analysis software