Service Performance Reporting Analyst-Remote at GlobexPeople – hy

HIRING….
We are looking for experience for Service Performance Reporting Analyst (ITSM/SIAM) to support our US team via remote.

Location: Remote India
Employment Type: Full-time Independent Contractor
Duration: Open-ended contract
Shift: US Day Shift (8 hours shift)
Equipment: Company Provided
Responsibilities:

• Monitor and report on key performance indicators (KPIs) across managed service providers (MSPs) and internal IT teams.
• Collect, validate, and analyze service performance data using standardized ITSM measurement points.
• Build, maintain, and enhance reports and dashboards in ServiceNow and Power BI.
• Identify trends, risks, gaps, and “watermelon” metrics (green KPIs masking underlying issues).
• Produce regular, actionable performance reports for leadership and governance forums.
• Support SLA, OLA, and SLO reporting in close collaboration with the SIAM Governance Lead.
• Ensure reporting accuracy and alignment across Service Integrators and our client’s IT organization.
• Report on problem audits to support quality analysis and continuous improvement initiatives.
• Maintain real-time dashboards to provide visibility across Towers and Service Integrators

Requirements:

• ITIL v3 certification with strong understanding of SMO, SLM, and SLR processes.
• Hands-on experience building reports and dashboards in ServiceNow and Power BI.
• Working knowledge of Celonis or similar process mining tools.
• Solid understanding of ITSM measurement frameworks and performance reporting best practices.
• Strong analytical skills with the ability to translate data into clear, actionable insights.
• Ability to work independently and collaborate effectively in a global, matrixed environment

If you are interested send your CV’s to apply@peopleplustech.com