ServiceNow IT Operations Analyst

Required skills • Data Analysis: Strong analytical skills with the ability to identify trends, anomalies, gaps, and actionable insights within complex datasets. • ServiceNow Analytics: Hands-on experience with ServiceNow Performance Analytics, Platform Analytics, reporting, and dashboards, including IT operational KPIs, indicators, and scorecards. • IT Operational Metrics: Experience tracking, validating, and interpreting IT performance metrics and identifying areas requiring attention or follow-up. • PowerPoint & Deck Management: Strong PowerPoint skills with experience creating, updating, managing, and quality-checking executive-level presentations. • Data Storytelling: Ability to turn complex data and operational information into clear, concise, leadership-ready insights and presentations. • Exceptional Attention to Detail: Highly detail-oriented with the ability to catch inconsistencies, errors, missing information, and subtle issues others may overlook. • Proactive & Self-Sufficient: Able to independently drive assignments forward, manage priorities, and anticipate what is needed with minimal supervision. • Investigative Mindset: Naturally curious and persistent—able to "find the needle in the haystack," connect the dots, and proactively surface risks, trends, or opportunities. • Strong Communication: Excellent written and verbal communication skills with the ability to work effectively across technical and leadership teams. • Executive-Level Reporting: Experience synthesizing complex operational data, metrics, trends, narratives, and business context into concise, executive-ready deliverables for Director and VP-level audiences. • Cross-Tower Synthesis: Ability to gather and connect information across multiple IT operational towers, teams, and data sources to develop a cohesive view of performance, dependencies, impacts, and key takeaways. • IT Operations Acumen: Strong understanding of IT Operations or technology environments, with the ability to quickly understand operational performance, dependencies, business context, and the significance of key metrics and trends. • Executive Narrative Development: Ability to go beyond presenting data by shaping the overall leadership narrative, structuring key messages, and clearly articulating what happened, why it matters, and what leadership needs to know or consider next. • Leadership Partnership: Comfortable working closely with IT Operations leadership to understand objectives, gather and clarify information, challenge assumptions when appropriate, and translate leadership needs into effective analytical and presentation deliverables. • Business Judgment: Ability to distinguish between supporting detail and the information most relevant to senior leadership, including key insights, risks, trends, opportunities, decisions, and required actions. • End-to-End Deliverable Ownership: Ability to independently take an assignment from initial information gathering and analysis through synthesis, narrative development, and delivery of a polished, executive-ready product.