Reporting Analyst

Duration : 12 Months Contract

This role supports business processes and system requirements through the design, configuration, implementation, administration, and reporting of IT systems for the EIT Operations and End User Support teams. The position focuses on delivering actionable insights via SQL Server Reporting Services (SSRS) , Microsoft Power Platform , and Visual Studio , while also administering the ServiceNow ITSM and Knowledge Management platforms and supporting general ticket management workflows.

Key Responsibilities

• Develop and maintain reports using SSRS , Power BI , and Visual Studio .
• Build automation and reporting solutions using Power Platform tools (Power BI, Power Automate, Power Apps).
• Serve as System Administrator for ServiceNow ITSM and Knowledge Management platforms.
• Design and maintain department dashboards , Balanced Scorecard (BSC) reports, and performance metrics for leadership.
• Track and report on Service Level Objectives (SLOs) and Key Performance Indicators (KPIs) for internal teams and vendor performance.
• Recommend strategies for Service Level Management (SLM) improvements and identify opportunities for operational efficiency.
• Manage the report lifecycle : plan, implement, maintain, review, and retire reports.
• Support ticket management processes by monitoring, analyzing, and reporting on service request and incident trends.
• Respond to user inquiries and provide support for reporting and system administration issues.
• Participate in project meetings to gather reporting requirements and provide input on system capabilities and timelines.
• Support data conversion , customer satisfaction surveys , and expansion of ITSM tools to other business units.

Minimum Qualifications

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