MS - CMS Associate (Analyst) - ServiceNow Reporting Analyst – Operate

At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime. Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems.

Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Apply a learning mindset and take ownership for your own development.
• Appreciate diverse perspectives, needs, and feelings of others.
• Adopt habits to sustain high performance and develop your potential.
• Actively listen, ask questions to check understanding, and clearly express ideas.
• Seek, reflect, act on, and give feedback.
• Gather information from a range of sources to analyse facts and discern patterns.
• Commit to understanding how the business works and building commercial awareness.
• Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm's code of conduct and independence requirements.
  
  

Job Summary -

A career in our Managed Services team will give you an opportunity to collaborate with many teams to help our clients implement and operate new capabilities, achieve operational efficiencies, and harness the power of technology. The Cloud Managed Services Operations team within Cloud Managed Services provides support to run the business including the following: financial management, billing and collections, practice communications, business development and sales strategy support, practice budgeting, utilization and leadership support

Minimum Degree Required (BQ) *:

Bachelor’s Degree

Degree Preferred

Required Field(s) of Study (BQ):

Preferred Field(s) Of Study

Minimum Year(s) of Experience (BQ) *: US

Certification(s) Preferred

Minimum of 1 year of experience

Required Knowledge/Skills (BQ)

ITSM Reporting Analyst – ServiceNow & Power BI

Job Summary

The ITSM Reporting Analyst is responsible for designing, developing, and maintaining IT Service Management (ITSM) reports and dashboards in ServiceNow and Power BI. The role involves data extraction, visualization, and analytics to support IT operations, service performance, and compliance with SLAs. The ideal candidate will have strong expertise in ServiceNow Performance Analytics, Power BI, and ITIL-based reporting to drive actionable insights for IT service improvements.

Key Responsibilities

ITSM Reporting & Dashboard Development:

• Develop and maintain ServiceNow dashboards using Performance Analytics, Reports, and Indicators.
• Create Power BI reports to visualize ITSM KPIs, trends, and operational insights.
• Design dashboards to track incident management, change requests, problem resolution, SLA compliance, and service availability.
• Extract and transform ITSM data from ServiceNow, integrating it with Power BI for advanced analytics.
• Implement automated reporting solutions for real-time service performance tracking.
  
  

Data Analysis & ITSM Insights

• Analyze IT service trends, ticket volumes, resolution times, and service health metrics.
• Provide insights on MTTR (Mean Time to Resolve), MTTF (Mean Time to Failure), SLA breaches, and recurring incidents.
• Support IT teams with ad-hoc reports and trend analysis for proactive service improvements.
• Collaborate with stakeholders to define key performance indicators (KPIs) and reporting requirements.
  
  

ServiceNow & Power BI Integration

• Develop data connectors and integrations between ServiceNow and Power BI.
• Optimize ServiceNow data extraction using REST APIs, OData, or database queries.
• Ensure data accuracy, consistency, and security across reporting platforms.
• Work with IT teams to enhance ServiceNow data structures and reporting capabilities.
  
  

Process Improvement & Governance

• Standardize ITSM reporting aligned with ITIL best practices and IT governance frameworks.
• Monitor and improve reporting efficiency, accuracy, and automation.
• Ensure compliance with IT policies, security guidelines, and regulatory standards.
• Drive continuous improvement initiatives to enhance ITSM reporting maturity.
  
  

Collaboration & Stakeholder Engagement

• Work closely with Service Desk, IT Operations, Change Management, and IT Leadership teams.
• Train IT teams and end-users on interpreting and utilizing ITSM dashboards and reports.
• Partner with business and technical teams to ensure reporting meets operational needs.
• Provide monthly, quarterly, and ad-hoc service performance reports to executives.
  
  

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, IT, Business Analytics, or a related field.
• 3+ years of experience in ITSM reporting, ServiceNow Performance Analytics, and Power BI.
• Hands-on experience with ServiceNow Reporting, Dashboards, and Performance Analytics.
• Strong knowledge of Power BI, DAX, SQL, and data modeling.
• Experience with ServiceNow ITSM modules (Incident, Problem, Change, Request, CMDB, etc.).
• Understanding of ITIL framework and IT service management best practices.
• Strong analytical skills and ability to translate data into actionable insights.
• Excellent communication and stakeholder management skills.
  
  

Preferred Qualifications

• ServiceNow Performance Analytics Certification or Power BI Certification.
• Experience with ServiceNow APIs, OData, and integrations with Power BI.
• Familiarity with data visualization best practices and UX design for reporting.
• Experience in automating ITSM reports using scripting, workflows, or RPA tools.