ServiceNow Reporting Engineer

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

*Hybrid or potential for fully remote*

The ServiceNow ITSM Reporting Analyst plays a crucial role in leveraging data insights to enhance IT Service Management (ITSM) processes within the ServiceNow platform. This role involves gathering, analyzing, and presenting data to support informed decision-making and drive continuous improvement initiatives. The Reporting Analyst collaborates with cross-functional teams to develop and maintain robust reporting solutions that provide actionable insights into ITSM performance, trends, and areas for optimization.

Primary Duties and Responsibilities:

Gather requirements from stakeholders to design and develop ServiceNow ITSM reports and dashboards that align with business objectives and KPIs.

Analyze ITSM data to identify trends, patterns, and anomalies, providing insights and recommendations to improve service delivery and efficiency.

Create and maintain ServiceNow Performance Analytics dashboards to track and monitor ITSM metrics, including incident management, change management, problem management, and service level agreements (SLAs).

Collaborate with ITSM process owners and stakeholders to understand reporting needs and ensure alignment with organizational goals and objectives.

Develop and automate scheduled reports and ad-hoc queries using ServiceNow reporting tools and SQL queries, ensuring accuracy and timeliness of data delivery.

Provide training and support to end-users on accessing and interpreting ITSM reports and dashboards, empowering stakeholders to utilize data-driven insights effectively.

Stay current with ServiceNow platform updates, new reporting features, and best practices, and implement enhancements to improve reporting capabilities and efficiency.

Work closely with ITSM administrators and developers to optimize data collection processes and ensure data integrity and quality within the ServiceNow platform.

Required Skills:

3+ years experience with ServiceNow reporting and analytics tools, including Performance Analytics, Reporting, and Dashboarding.

Strong analytical skills with the ability to analyze complex datasets, identify trends, and translate data …