ITSM Reporting Specialist

In this role you will design, develop, and maintain ServiceNow reports and dashboards to give stakeholders clear visibility into IT service performance. You will automate ITSM reporting and KPI frameworks to enable data-driven decisions while reducing manual effort. You will analyze delivery metrics, identify improvement opportunities, and uphold reporting governance across ITSM processes. This position supports cross-functional collaboration and contributes to Danaher’s data-driven culture and continuous improvement. A strong hook is the focus on ServiceNow reporting and enterprise visibility, enabling impactful decisions at scale.

• health care program
• paid time off
• remote work arrangement
• flexible working arrangements
• competitive benefit programs
• benefits information available

• Design, develop, and maintain ServiceNow reports, dashboards, scorecards, and Performance Analytics solutions for operational, managerial, and executive visibility into IT service performance
• Develop and automate ITSM reporting and KPI frameworks, delivering insights on incidents, problems, changes, requests, knowledge, CMDB, asset, and service catalog performance while reducing manual reporting
• Analyze service delivery metrics and trends (ticket volume, backlog, aging, MTTR, change success rates, knowledge adoption, service request performance) and identify opportunities for continuous improvement and risk mitigation
• Establish and uphold reporting governance, dashboard standards, visualization best practices, and data consistency across ITSM processes
• Partner with ITSM Process Owners, ServiceNow Platform teams, CMDB teams, and project stakeholders to define reporting requirements, develop success measures, and resolve data quality issues impacting reporting accuracy

• Bachelor's degree in a STEM-related field or equivalent experience
• 3-5+ years of experience in IT Service Management, reporting, analytics, ServiceNow administration, or related discipline
• Strong hands-on experience developing ServiceNow reports, dashboards, scorecards, and executive-level reporting solutions
• Working knowledge of ITIL-based ITSM processes (Incident, Problem, Change, Request, Knowledge, Configuration Management) with strong analytical skills
• Proficiency with Excel, Power BI, and ServiceNow Performance Analytics, translating data into actionable insights

• Strong communication
• Stakeholder management
• Requirements gathering
• ServiceNow reports, dashboards, scorecards, and Performance Analytics
• ITIL-based ITSM processes (Incident, Problem, Change, Request, Knowledge, CMDB)
• Excel, Power BI, ServiceNow Performance Analytics