ServiceNow Data Analyst

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1. Overview:
   Heitmeyer is seeking a ServiceNow Data Analyst for one of their financial services clients.  This role will be responsible for analyzing and reporting on data within the ServiceNow platform, designing and building dashboards and reports, and ensuring data quality and integrity. This role collaborates with stakeholders to define requirements, translate business needs into technical specifications, and perform data validation and cleansing. The position is critical for providing insights, optimizing workflows, and improving operational efficiency using ServiceNow data.

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   Core Responsibilities

   Data Analysis and Reporting

2. Extract, clean, and analyze data from ServiceNow and other sources.
3. Identify trends, KPIs, and actionable insights to improve IT service delivery and efficiency.
4. Develop and maintain dashboards and reports for operational and executive audiences using tools like ServiceNow Performance Analytics, Power BI, or Tableau.

5. Requirements Gathering and Documentation

6. Serve as a liaison between business stakeholders and the development team.
7. Elicit, document, and validate functional and technical requirements for new modules and enhancements.
8. Translate business needs into user stories, acceptance criteria, and test scripts.

9. Data Quality and Governance

10. Perform data validation, cleansing, and transformation to ensure accuracy and integrity.
11. Implement and enforce data governance standards and best practices.
12. Support CMDB (Configuration Management Database) data accuracy through cleanup and normalization.

13. Process and Workflow Optimization

14. Analyze and model business processes to map them to ServiceNow workflows for automation.
15. Provide data-driven recommendations to optimize workflows and reduce resolution times.

16. Collaboration and Support

17. Collaborate with developers, administrators, and other teams to ensure data solutions meet business needs.
18. Assist with testing, user acceptance testing (UAT), and change management documentation.
19. Provide training and knowledge transfer on data best practices within ServiceNow.

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    Required Skills and Qualifications

21. Bachelor’s degree in Information Systems, Business, Data Analytics, or related field.
22. Experience with ServiceNow, particularly CMDB and reporting/performance analytics modules.
23. Proficiency in data analysis and visualization tools (Excel, Power BI, Tableau, SQL).
24. Strong understanding of ITIL and ITSM processes.
25. Excellent communication, stakeholder management, and analytical skills.
26. Familiarity with Agile or SAFe methodologies is a plus.

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