MS Engineering Operations Service Now Power BI Senior Engineer Senior Associate Operate

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Managed Services

Management Level

Senior Associate

Job Description & Summary

At PwC our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations reduce costs and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management technology and process optimization to deliver highquality services to clients.

Those in managed service management and strategy at PwC will focus on transitioning and running services along with managing delivery teams programmes commercials performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process tools and services.

Focused on relationships you are building meaningful client connections and learning how to manage and inspire others. Navigating increasingly complex situations you are growing your personal brand deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients and to deliver quality. Embracing increased ambiguity you are comfortable when the path forward isnt clear you ask questions and you use these moments as opportunities to grow.

Examples of the skills knowledge and experiences you need to lead and deliver value at this level include but are not limited to:

• Respond effectively to the diverse perspectives needs and feelings of others.
• Use a broad range of tools methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firms code of conduct and independence requirements.

Job Summary:

The ITSM Reporting Analyst is responsible for designing developing and maintaining IT Service Management (ITSM) reports and dashboards in ServiceNow and Power BI. The role involves data extraction visualization and analytics to support IT operations service performance and compliance with SLAs. The ideal candidate will have strong expertise in ServiceNow Performance Analytics Power BI and ITILbased reporting to drive actionable insights for IT service improvements.

Key Responsibilities:

ITSM Reporting & Dashboard Development:

• Develop and maintain ServiceNow dashboards using Performance Analytics Reports and Indicators.
• Create Power BI reports to visualize ITSM KPIs trends and operational insights.
• Design dashboards to track incident management change requests problem resolution SLA compliance and service availability.
• Extract and transform ITSM data from ServiceNow integrating it with Power BI for advanced analytics.
• Implement automated reporting solutions for realtime service performance tracking.

Data Analysis & ITSM Insights:

• Analyze IT service trends ticket volumes resolution times and service health metrics.
• Provide insights on MTTR (Mean Time to Resolve) MTTF (Mean Time to Failure) SLA breaches and recurring incidents.
• Support IT teams with adhoc reports and trend analysis for proactive service improvements.
• Collaborate with stakeholders to define key performance indicators (KPIs) and reporting requirements.

ServiceNow & Power BI Integration:

• Develop data connectors and integrations between ServiceNow and Power BI.
• Optimize ServiceNow data extraction using REST APIs OData or database queries.
• Ensure data accuracy consistency and security across reporting platforms.
• Work with IT teams to enhance ServiceNow data structures and reporting capabilities.

Process Improvement & Governance:

• Standardize ITSM reporting aligned with ITIL best practices and IT governance frameworks.
• Monitor and improve reporting efficiency accuracy and automation.
• Ensure compliance with IT policies security guidelines and regulatory standards.
• Drive continuous improvement initiatives to enhance ITSM reporting maturity.

Collaboration & Stakeholder Engagement:

• Work closely with Service Desk IT Operations Change Management and IT Leadership teams.
• Train IT teams and endusers on interpreting and utilizing ITSM dashboards and reports.
• Partner with business and technical teams to ensure reporting meets operational needs.
• Provide monthly quarterly and adhoc service performance reports to executives.

Required Skills & Qualifications:

• Bachelors degree in Computer Science IT Business Analytics or a related field.
• 5 years of experience in ITSM reporting ServiceNow Performance Analytics and Power BI.
• Handson experience with ServiceNow Reporting Dashboards and Performance Analytics.
• Strong knowledge of Power BI DAX SQL and data modeling.
• Experience with ServiceNow ITSM modules (Incident Problem Change Request CMDB etc..
• Understanding of ITIL framework and IT service management best practices.
• Strong analytical skills and ability to translate data into actionable insights.
• Excellent communication and stakeholder management skills.

Preferred Qualifications:

• ServiceNow Performance Analytics Certification or Power BI Certification.
• Experience with ServiceNow APIs OData and integrations with Power BI.
• Familiarity with data visualization best practices and UX design for reporting.
• Experience in automating ITSM reports using scripting workflows or RPA tools.

Education (if blank degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank certifications not specified)

Required Skills

Optional Skills

Accepting Feedback Accepting Feedback Active Listening Analytical Thinking Automation Automation Framework Design and Development Automation Solutions Budgetary Management Business Process Automation (BPA) Business Process Improvement Business Process Outsourcing Business Transformation Communication Continuous Process Improvement Creativity Data Quality Automation Deliverable Planning Delivery Excellence Design Automation Digital Transformation Embracing Change Emotional Regulation Empathy Inclusion Intellectual Curiosity 24 more

Desired Languages (If blank desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship

No

Government Clearance Required

No

Job Posting End Date