Global Data Consultants

  • IT ServiceNow Reporting Analyst

    Job Locations US-PA-Mechanicsburg
    Posted Date 2 months ago(1/11/2019 5:18 PM)
    Job ID
    Cara Cianfichi
  • Overview

    GDC IT Solutions is currently recruiting for an IT Service Desk Reporting Analyst to work out of our Mechanicsburg, PA or Hagerstown, MD offices. 


    Please note that this is a full-time, W2 position. Candidates must be able to legally work in the US without requiring work visa sponsorship now or in the future.  This position is unable to support C2C.

    Position Overview

    The IT Service Desk Reporting Analyst will work with IT Leadership and stakeholders to define, gather, analyze, and report on key performance metrics. This person will be responsible for providing business intelligence (BI) and insights that will inform strategic direction, enhance performance, reveal cost efficiencies, and drive customer satisfaction.



    • Provide insight and intelligence on IT Service Desk performance using ServiceNow Performance and Analytics
    • Work with our IT Service Desk Leadership and other key stakeholders to define KPIs and business/reporting needs
    • Create a reporting and analytics strategy, and configure ServiceNow to meets those needs by developing dashboards and reports
    • Gather, understand, organize, and interpret relevant data and information
    • Monitor existing conditions and prior performance to adjust service coverage and reveal areas of cost savings
    • Recommend new KPI's for evaluating and analyzing business performance, and create clear and compelling data visualizations
    • Provide in-depth insights into business operations and balance user satisfaction and SLAs with operational costs
    • Pinpoint areas of performance improvement and take actions using key indicators, scorecards, time charts, analytics, and dashboards
    • Ensure any new features are instrumented appropriately for future insights
    • Research new capabilities in line with latest industry trends from both technology and user innovation perspective
    • Present reports and findings to key stakeholders, and act as a subject matter expert for the ServiceNow tool
    • Develop and integrate ServiceNow using web-based APIs

    Minimum Qualifications

    • Experience with Business Intelligence or Data Reporting/Analysis
    • In-depth understanding of ITIL framework
    • Experience working with ticketing systems and ITSM tools (ServiceNow or similar tools)
    • Experience in developing data analysis processes and solutions (reports, dashboards, scorecards, etc.)
    • Prior experience working with or supporting an enterprise-level IT Service Desk
    • Ability to translate business requirements into reports and dashboards
    • Excellent written and oral communication skills including an ability to communicate with internal and external cross functional teams (technical and business)

    Preferred Experience

    • Experience with ServiceNow Performance Analytics and/or ServiceNow Operational Intelligence modules
    • Experience with analytical tools such as PowerBI, SQL, Splunk and Tableau
    • Experience with ETL and Data Warehousing is a bonus

    What We Do

    GDC IT Solutions (GDC) is a full-service Information Technology (IT) company providing solutions that empower businesses to increase employee productivity, maximize investments, and improve operational efficiencies. With experienced and certified professionals, we deliver services in the areas of application development, data center, 24/7 multilingual service desk, desktop lifecycle management, project management, business process consulting, and IT staff augmentation. 

    Why Work for GDC?

    • Cutting Edge Technology and Innovation: GDC fully supports and embraces continuing education and industry certifications to stay ahead of trends and remain current within the technology landscape. We recognize that our employees add the real value to our clients and to our business. By approaching our daily operations with a passion for innovation and a shared-learning environment, everyone can make a positive difference.
    • Career Growth: GDC is one of the fastest growing companies in the region!  Sustained growth means ongoing opportunity. Many of our senior leaders have grown within the company, starting with the helpdesk or other entry-level roles to become thought leaders in the fields of IT infrastructure, application development, project management, and business development.
    • Comprehensive Benefits Package: GDC offers competitive compensation, excellent benefits, and a positive work environment designed around the philosophy of mutual respect. Our comprehensive benefits package includes medical, dental, prescription, vision, 401(k), short and long-term disability, and group life
    • Holiday and Vacation: GDC firmly believes in a comfortable work-life balance, and we offer comprehensive holiday and paid-time-off (PTO) packages.  We provide a generous PTO package, and we encourage our staff to use it — whether it’s for vacation or other personal reasons everyone needs time to relax and refresh.

    Equal Opportunity Workplace:

    GDC is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. All qualified applicants will receive consideration for employment.


    Visit our Career Center for the latest employment opportunities.


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