ServiceNow Architect- ITSM-Senior Manager- Bangalore/Kerala

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Job Description

Metrics and Reporting Lead

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization. Fuelled by a US$1.5+B investment in technology and innovation, EY is primed to guide clients in their efforts to drive sustainable growth, create new value, and build new and better ways of working. As part of Enterprise Technology, you’ll be at the forefront of integrating technology into what we do at EY. That means more growth for you, exciting learning opportunities, career choices and the chance to make a real impact.

The opportunity

EY’s global enterprise technology group provides various enabling services (ERP, infrastructure, platforms, service desk) to assist over 300K employees in creating and delivering solutions and services to Fortune 500, privately held and government-like entities.

The Service Management (SM) Reporting Lead is responsible for overseeing the compilation of metrics used to analyze the controls processes within Information Technology (IT).   The role acts as a primary interface with the highest level of management within IT Operations to drive the design, development, analysis and distribution of SM’s mandated reporting to manage its key processes and procedures.  The role additionally directs the SM Reporting Specialist to identify appropriate analytics and metrics that captures results and recommendations from such reporting. The role works with business leadership to identify Key Performance Indicators (KPIs) to identify trends and exceptions to standard procedures and, as such, has a strong working knowledge of IT’s processes and procedures.   The role is expected to be viewed as a senior thought leader that recommends best practices in determining appropriate KPIs for analysis and proposes ways to utilize reporting to systematically identify out of compliance situations based on metrics.

Your key responsibilities

• Lead the development and implementation of metrics and reporting strategies to support Service Management objectives.
• Utilize PowerBI, Power Apps, and Power Automate to create insightful dashboards and reports that drive data-driven decision-making.
• Analyze ITSM data across all modules to identify trends, patterns, and areas for improvement.
• Provide leadership and mentorship to a team of reporting professionals, fostering a collaborative and high-performance work environment.
• Ensure that reporting solutions are effectively hosted in Azure cloud, leveraging Azure concepts and best practices.
• Manage relationships with vendors to ensure the delivery of high-quality reporting solutions and services.
• Collaborate with cross-functional teams to understand business needs and translate them into effective reporting solutions.
• Employ problem-solving and solutioning skills to address business use cases and enhance reporting capabilities.
• Stay updated on industry trends and best practices in reporting, data analytics, and ITSM.
• Manages SM Reporting Specialist as assigned.   Defines and manages staff objectives, coaching them for success and guiding, as needed, for improvement.

Skills and attributes for success

This individual should possess a combination of technical skills, analytical abilities, and leadership attributes

To qualify for the role you must have

• 16+ years of experience in any reporting and analytics functions/roles with exposure to Enterprise IT, Service Management related metrics and analysis.
• Bachelor’s degree in computer science, Information Technology, Data Analytics, or a related field.
• Proven experience in reporting and data analytics, with a strong focus on ITSM data.
• Proficiency in PowerBI, Power Apps, Power Automate, Datamart
• Solid understanding of Azure cloud concepts and services.
• Strong leadership skills with experience managing and developing teams.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across domains.
• Strong analytical and problem-solving skills, with a focus on delivering solutions that meet business needs.
• Experience in vendor management and relationship building.

Ideally, you’ll also have

• Relevant experience and/ or certifications in PowerBI, Azure, or ITSM.
• Experience in a similar role within a service management or IT environment.
• Excellent English language skills (verbal and written),
• Excellent communication, collaboration and basic project management skills
• Good presentation skills with ability to present material clearly and concisely
• Excellent awareness of different cultures and working practices across the regions
• Proven experience in working in, and basic management of, diverse and geographically dispersed teams

What we offer

As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.