IT Business Analyst (ServiceNow Reporting)

Our Client is a leading financial services group that continues to experience growth through business acquisition with several different operating companies and employs over 15,000 users worldwide.

An exciting opportunity has arisen for an IT Business Analyst (BA) to play a key role within their shared service IT function, responsible for leveraging the ServiceNow platform and its ServiceNow Performance Analytics and ServiceNow Reporting modules to analyze the company's IT service management data and design meaningful reporting to support IT service reviews and continuous service improvement.

The ideal candidate should have a background in IT Business Analysis, Service Reviews, Reporting, and Analytics, ideally with ServiceNow and PowerBI experience, who can put together robust dashboards and actionable insights for effective stakeholder collaboration globally.

Responsibilities

• ServiceNow reporting, IT Service Review collation/preparation & detailed tracking of continuous service Improvements across global office locations.
• Lead regular IT service performance reviews with internal and external stakeholders using live data from ServiceNow.
• Build and maintain service performance dashboards and scorecards within ServiceNow and other tools.
• Analyze incident, request, change, and problem management trends to recommend service improvements.
• Work with ITSM teams to ensure accurate SLA tracking and OLA performance reporting within ServiceNow.
• Support the definition and implementation of corrective and preventive actions (CAPA) based on insights.
• Develop and manage automated and custom reports from ServiceNow Performance Analytics, ServiceNow Reporting, and other BI platforms (e.g., Power BI)
• Create real-time dashboards to monitor IT service health, compliance, and operational KPIs.
• Use data analysis to identify systemic issues, gaps in service delivery, and opportunities for improvements, including cost savings.
• Ensure data quality and consistency in ServiceNow reporting modules.
• Gather business and technical requirements for IT reporting needs and translate them into ServiceNow reporting solutions.
• Present key findings and insights to senior management with clarity and confidence.
• Serve as a bridge between service owners, process managers, and technical teams.
• Contribute to the optimization of ITIL-aligned processes, in particular Incident, Request, Problem, Change, and Service Level Management.
• Maintain documentation of reporting methodologies, definitions, and data sources within ServiceNow.
• Support CMDB data integrity and integration for accurate reporting and analysis.
• Gather business and technical requirements for IT reporting needs and translate them into ServiceNow reporting solutions.
• Present key findings and insights to senior management with clarity and confidence.
• Serve as a bridge between service owners, process managers, and technical teams.

Requirements

• 2-3 years of experience as an IT Business Analyst, Reporting Analyst, Business Intelligence, or similar role with a focus on service reporting and analytics.
• Excellent MS Office proficiency, in particular PowerPoint & Excel.
• Proficiency with ServiceNow, particularly in Reporting, Performance Analytics, and Dashboards.
• Strong analytical skills and experience with data visualization tools (e.g., Power BI, Excel, Tableau).
• Solid understanding of ITIL frameworks and ITSM processes.

Desirable Skills

• ITIL Foundation certification or higher.
• Experience writing ServiceNow reports using filters, conditions, and scripts.
• Knowledge of SQL, DAX, or scripting languages for data analysis.
• Exposure to Agile or DevOps environments.

Location: City of London, London (Onsite)

Term: Full-Time, Permanent

Salary: £34,000 - £36,000 P/A - Negotiable on Experience

Benefits: Annual bonus (>15%), optional overtime and on-call, excellent holiday allowance, great pension, private health, and life insurance, great career prospects, and more!