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Service Governance Data Analyst hereafter referred to as Worker, who meets the general qualification of Data Analyst and the specifications outlined in this document.

• Drive, lead and coordinate Enterprise Service Governance and Integration Executive reporting plan and execution as well as all aspects of Service Management reporting. This will be done while working in a matrixed IT organization with a combination of ownership of responsibilities and influencing and coordinating others who own aspects of data analysis and report.
• Support SACM by planning and executing the required CMDB Data quality audits.
• Manage and validate progress towards Enterprise Data Quality standards and measures; ensure Data Managers understand their role in the process.
• Lead data aspects of Service Governance
• Create dashboards, metrics and reporting to support health and service management reporting (KPIs, operational reports, and others as needed).
• Participate in the design and execution of various Service Management processes that require analytics, reporting, dashboard, and quality assurance to drive those aspects.
• Partner with internal and external Service Providers to define and document reporting that can feed into Enterprise Reporting suite.
• Support other ITIL Processes as required and participate in continuous efforts to integrate and improve processes
• Assist in analyzing and proposing reports and dashboards to identify opportunity areas on ITSM process.

Minimum (Required): Years Skills/Experience

4 Must have a deep understanding of ServiceNow tool and reporting out of the tool for
use in assessing quality, service health and process improvement opportunities
DocuSign Envelope ID: 85F530B9-3135-4BD9-B1D9-4372A209A0F2
4 Design, Development and Deployment of high quality, well documented reports and
dashboards from ServiceNow
1 Experience in the use of KPIs to track trends and drive behavior.
4 Experience using data analysis tools to gain insights into data quality and trends.
2 Experience with IT Service Management, ITIL practices
3 Strong verbal and written communication skills.
1 Practical experience with relational database structures and with record relationships
and data keys
1 Experience working with Performance Analytics
1 Experience working on CMDB Health and related dashboards and configuration
4 Experience performing Data Quality analysis and data source comparison auditing


Preferred (Optional): Years Skills/Experience

3+ Experience with IT Service Management, ITIL practices
2 Demonstrated detail-oriented work and a strong interest in the type of work that
requires attention to detail.
1 Understanding of the concepts of software entitlement, software compliance and
software utilization
1 Understanding of how vendor, contracts, and software licenses data must be related to
each other and assets within a CMDB
1 ITIL Foundations or ITIL Practitioners Certification

Work will be performed onsite in Austin, during normal business work hours.