IT Services Management – Senior Associate

About the role

The ServiceNow Data & Reporting Analyst will manage CMDB data change requests, ensure data accuracy, and support critical business functions such as finance, compliance, and audit.

Key responsibilities

• Process change and service requests for CMDB data within SLA, covering locations, divisions, clients, and support groups.
• Partner with data owners, SMEs, and leadership to maintain a complete and accurate system of record.
• Conduct data quality analysis, recommend improvements, and oversee implementation of approved changes.
• Define and manage exception criteria, track compliance, and generate reports and ad‑hoc data extracts.
• Deliver formal and informal training to business and technical users.
• Monitor system dashboards for health indicators, identify non‑compliance, and escalate issues to technology or divisional leadership.

Required profile

• 2‑4 years of experience in data administration, ITSM tool management, or related roles.
• Familiarity with ITIL processes and industry‑leading data quality practices.
• Strong analytical, organizational, and problem‑solving abilities.
• Ability to work collaboratively across a matrixed organization and drive issues to closure.

Required skills

• ServiceNow platform knowledge, including data structures and tables.
• ITSM tools and processes (ITIL framework).
• Data quality analysis and reporting.
• Understanding of databases and data structures.